Cases
Not everything is a ticket.
These are customer-facing categories rather than internal taxonomy, and each one changes what should happen: a complaint needs acknowledgement and a review, a question needs an answer and possibly an article.
The type sets the handling
A complaint acquires an acknowledgement step and a manager review. A question acquires a knowledge check. The structure comes from the type rather than from each agent's habits.
Complaints are treated as complaints
Logging dissatisfaction as a generic ticket is how companies discover a pattern six months late. A complaint is a distinct type that is counted separately and reviewed.
Re-typing is normal
A question frequently turns out to be a problem. Changing the type mid-case is expected and carries the history rather than starting a new one.
Cases
The rest of this area.
The central object: the whole problem, not just the thread.
What a case holds
Customer, contact, category, owner, related records, commitment, target.
The timeline
One readable account of everything that happened, internal work included.
Priority
Urgency from the customer's situation, not from the tone of the message.
Internal actions
The work support cannot do alone, tracked on the case.
Approvals
Who may authorise what, before the customer is told.
Resolution
What was actually done — the record the next case reads.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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