Cases (incidents)
File, track and resolve support tickets - statuses, priorities, SLA targets, the agent workspace, auto-triage, AI assist, comments, attachments, the activity timeline and reopening.
Cases (also called incidents) are the heart of the platform. A case is a tracked request - a system outage, a software question, an access request - that moves through a defined workflow from report to resolution.
You'll find them under Cases in the sidebar (/cases).
Filing a case
- Go to Cases → Create new case.
- Choose a category (configured by your admin - see Administration).
- Enter a title and a clear description.
- Set a priority.
- Optionally add attachments (screenshots, log files, documents).
- Submit. The case starts at status New.
Anyone can file a case - Members, Agents, Admins and Owners alike. You can also file one conversationally with the AI assistant, which drafts the case and creates it only after you confirm. Cases can additionally arrive through the website widget; every case carries a channel tag (app or widget) so agents always know where it came from.
Auto-triage
If your admin has enabled it, new cases are triaged by AI on creation:
- Auto-classification suggests a category and priority - but only for fields you didn't fill in yourself. An explicit choice is never overridden.
- Auto-assignment routes the case to the least-loaded agent covering its category; if nobody covers it, the case simply stays unassigned.
AI-triaged cases show a small AI triage marker, and the decision appears in the activity timeline as a system entry. If the AI fails for any reason, the case is created untriaged - creation is never blocked.
Statuses & the lifecycle
Every case has exactly one status, and the allowed transitions are fixed:
| Status (EN) | Status (NL) | Meaning |
|---|---|---|
| New | Nieuw | Just filed, not yet picked up |
| In progress | In behandeling | Being worked on |
| Pending | In afwachting | Paused, waiting on something internal |
| Awaiting customer | Wacht op melder | Waiting for the reporter to respond |
| Resolved | Opgelost | Fixed; can still be reopened |
| Closed | Gesloten | Finalised (terminal) |
Open cases are New, In progress, Pending and Awaiting customer. Closed cases are Resolved and Closed. The list view offers quick filters for open, closed and all.
The system only offers transitions that are valid from the current status, so you can't accidentally move a case to an impossible state.
SLA targets
If your admin has configured SLA policies, each case gets a first-response and a resolution target computed at creation (and recomputed when priority or category changes). Every case shows a live SLA state - on track, at risk (the budget is nearly used up), breached, or met - as a colored chip on the list and the detail page. A breach escalates automatically: the case is flagged and the assignee and workspace admins are notified. Lists can be filtered by SLA state and due date, which powers the Breaching soon queue below.
The agent workspace
Agents (and above) get a queue-based workspace instead of the simple list:
- Queues with live counts - My work, Unassigned in my categories, All open, Awaiting customer, Breaching soon, Recently resolved.
- Saved filters - keep the views your team actually uses.
- Bulk actions - select multiple cases and assign, change status, priority, or category in one go, with a per-case success/failure outcome.
- Split view - list on the left, case detail on the right on large screens; keyboard navigation (j/k to move, x to select, Enter to open).
Members keep the simple list and only ever see their own cases.
AI assist for agents
On the case detail, agents get an AI assist panel:
- Suggested articles - the knowledge articles most likely to resolve the case, ready to link or quote.
- Draft reply - a proposed public reply built from the case, its public comments, and the best-matching articles, written in the requester's language. It fills the comment box; the agent always edits and sends - nothing is posted automatically.
- Summarize - a copyable handover summary: the situation, what's been done, next steps.
- Similar cases - the most similar past cases (resolved first, with a similarity score), filtered by the agent's own visibility.
On the create form, agents also get an AI category & priority suggestion chip while typing.
Who sees which cases
- Members see only the cases they reported.
- Agents see cases assigned to them, reported by them, or in a category they cover (set up by an admin - see Administration).
- Admins and Owners see all cases in the workspace.
Assignment
Cases can be assigned to the staff member who owns the resolution. Staff can take a case themselves or hand it to a colleague; unassigned cases stand out on the dashboard as a triage signal. Assigning a case notifies the new assignee.
Comments
Open a case to join its conversation. The reporter and the staff working the case can exchange comments - questions, updates, workarounds. Every new comment triggers a notification to the people involved.
Attachments
Attach screenshots and files when filing a case or later from the case detail, so the people resolving it have everything in one place.
Activity timeline
The case detail page shows a single chronological timeline that merges:
- Change history - every edit to title, description, category, priority, status, assignee or attachments, showing old → new values and who made the change. AI triage decisions appear here too, as AI triage system entries.
- Comments - with author and time.
Together they form a complete, auditable history of the case.
Reopening a resolved case
A Resolved case can be reopened:
- The reporter or an admin can reopen within 14 days of resolution.
- After the window, only an admin can reopen.
- Reopening moves the case back to In progress and fires the normal notifications and history entry - nothing is lost.
Notifications
Status changes, assignments, new comments and SLA breaches all trigger notifications - in-app in real time, and via push if you've enabled it.
Who can do what
| Action | Member | Agent | Admin | Owner |
|---|---|---|---|---|
| File a case | ✓ | ✓ | ✓ | ✓ |
| View | own | assigned / own / covered categories | all | all |
| Edit details & status | own | ✓ | ✓ | ✓ |
| Assign / reassign | ✗ | ✓ | ✓ | ✓ |
| Comment | ✓ | ✓ | ✓ | ✓ |
| Reopen resolved | own (within 14 days) | - | ✓ | ✓ |