Query Management
Cases User Service
Cases user service is an employee and agent space, where a case request can be submitted by an employee and case agents can manage and resolve the cases. It also contains a FAQ section where FAQs related to the cases can be found. Cases user service ...
Cases - Agents
Agents tab in cases service is an administrators and agents space where they can manage and resolve the case requests raised by the employees in the organization. The following sections detail the views and actions that can be performed on the agent ...
Cases - FAQ
FAQs are Frequently Asked Questions, they serve as a resource where employees can find answers to common questions before submitting a case request. Administrators or agents can add FAQs to specific categories, allowing employees to quickly find ...
Cases - Watchlist
The Watchlist tab allows all your employees to see the cases in which they are involved. All cases in which an employee has been @mentioned will be shown in this tab. To see your watchlist: Go to Cases > Watchlist. Navigate to cases in which you are ...
Case Request - Administrators
Administrators and agents can raise case request for self or they can raise for other employees in the organisation. Submitting a case request To submit a case request for self or other employees: Before raising a case request, you can search and ...
Case Request - Employee
Employees can use the Cases service to submit request or report issues in specific categories. These queries are handled by agents with expertise in the corresponding areas. Before raising a case request, you can search and find FAQs in Categories > ...
Cases - Feedback
Feedback setting in cases, allows you to configure feedback system to improve your employee query resolution experience. Enabling these settings allows your employees to provide feedback on the agents who resolved their query. Set up Case Feedback ...
Cases - Customization
Customization in cases allows you to edit and reorder "case status" and "sources of request" labels. Set restrictions on reopening and commenting on closed cases. Mandate descriptions for the queries raised by your employees. Cases status To ...
Case - Categories
Case Categories are the divisions under which queries can be raised. The 'General Queries' category is available by default, additional categories can be added based on your organizational needs. You can do following functions for a case category: ...
Cases - Enable or Disable Notifications
Enable or disable the notifications that are sent to Agents and Case requestors about the case status. To enable or disable notifications: From your home page, go to Settings > View all > Cases > Automation. Select Agent or Requester notification ...
Add Cases Service Administrator
Assign any administrator role users as cases service administrators to oversee and manage the cases service. A Case Administrator will be able to access the settings and data of cases. Additionally, Case Administrators can assign another other ...
Cases - Settings
What is in Cases settings? Settings in Cases allow you to configure the service. You can add categories, assign agents, set up FAQs, and define SLAs related to case categories. You can customize status texts and set restrictions. Additionally, you ...
Cases Service Glossary
Categories: Categories are the divisions under which you can raise queries. The 'General Queries' category is available by default. You can also add more categories based on your organizational needs. Cases Administrator: An administrator for the ...
Cases Service Overview
What is Cases Service in Zoho People? Zoho People's Cases service is an advanced employee query management system through which you can handle queries, requests, and inquiries swiftly and systematically within your organization. It facilitates ...

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