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 module who has access to all the settings and data of cases in Zoho People. A cases administrator can select and assign another employee as a cases administrator.
Category Admin: A Category Admin can edit or add any information within their assigned category. They can also assign and unassign agents for all cases raised in their category.
Location: This denotes the locations out of which your organization operates.
Query: Query refers to the question you raise to the HR. Once raised, a query becomes a 'Request' and can be tracked.
Subcategory: Divisions within each category. For example, under the 'Travel' category, 'Domestic' and 'International' are the subcategories.
Tasks: For each query, Tasks can be added and assigned to themselves or their subordinates
Agent: An agent can refer to an individual, group, or a department
Requestor: One who has raised a query
Case Agent: One who handles the query
FAQ: Before raising a query, you can look at the frequently asked questions in the category.
References: This refers to content related to a category such as URLs and documents which are related to a category.
Status: This denotes the status of the query raised. There are six statuses:
- Open: When a requester submits a query, and a case is created.
- Closed : When the query is resolved.
- On Hold : When the process of resolving the case is paused.
- In Progress : When the agent has begun working on the case.
- Canceled : When the case requester removes their request, and it can no longer be worked on by the agents or admins.
- Pending: When some input is needed from the case requester to work further on the case.
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