Cases
Where support work goes to hide.
Customer message, classification, reply, internal action requested, approval, action completed, customer notified, resolved. In most companies the middle four steps happen in private messages and vanish.
Internal steps are on the record
The request to Finance and the approval that came back are timeline entries. If the work is not on the case, nobody can answer why the customer waited three days.
Readable, not a log
"Daniel asked Finance to approve a €320 refund; Claire approved it at 14:10" is a sentence. A row of identifiers is not, and nobody reads it.
It explains the delay
When a customer asks why this took a week, the timeline answers honestly. That is uncomfortable and it is the only way to fix the underlying process.
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 five types
Question, problem, request, complaint, incident-related.
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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