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.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
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 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 ...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 ...Employee Cases
The Cases feature helps an employee get answers to their queries in a quick and streamlined manner. Cases is an internal query management system in the organization with agents handling queries in different categories. Submitting and tracking queries ...Cases Reports
To access various case reports, navigate to Reports on the bottom left corner of your screen and go to the Organization Reports tab. You can use the filter feature available on the top right, corner (filter icon) to search based on time, category, ...
New to Zoho LandingPage?
Zoho LandingPage Resources