Cases
Closing is not resolving.
A case closed with no record of what fixed it is a case that teaches nobody anything. The resolution is a short account of what was done, and it is what makes the next identical problem faster.
A sentence, written at the time
Not a status change. What the problem turned out to be and what fixed it, in a line, captured while somebody still remembers.
It feeds knowledge
A resolution that keeps recurring is the raw material for an article. The path from resolved case to published answer starts here.
The customer confirms it
"Did we solve your problem?" is asked after resolution. A case the team considers closed and the customer does not is the most expensive kind.
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.
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.
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]