Cases
The loudest message is not the most urgent.
Priority should come from what is actually at stake: the entitlement, the value, the renewal date, whether this is the third time, whether it is part of a live incident.
Situation over wording
A polite message from an enterprise account in its renewal month with two unresolved cases outranks an angry first-time question. Tone is a weak signal.
Repeat contact escalates
The same customer asking a third time about the same thing rises automatically. Repeated contact is the clearest distress signal a support system gets.
Overridable, with a reason
A person can change any priority; the change records who and why. Priority that cannot be overridden gets worked around, usually by marking everything urgent.
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.
The timeline
One readable account of everything that happened, internal work included.
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.
Keep the mailbox you already use · The AI is never metered · [email protected]