Create a Strong Email Case

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Often your customers are not submitting Cases to your support center under perfect conditions. They are reaching out for help because they came across something in your product that is unclear, broken, or they can't accomplish something on their own. Combine these scenarios with being short on time and you are often left with Cases created by customers that don't offer all the information necessary for your Agents to efficiently support them. offers many different ways to service your customers, and it's beneficial to educate them of these features. If you have a small team of Agents, you likely are short on resources and need Cases to be closed quickly so your Agents can move on to the rest of the queue. If you have a large team of Agents, you want your Agents to be able to collaborate on Cases and easily pick up where another Agent left off. If there's a lot of information for the Case that was learned off the page instead of documented in the Case, every Agent is going to have to re-learn this knowledge in order to help with the same Case.


You want your customers to find a solution to their problem quickly and you want your Agents to move on to the next Case. Show your customers how to create the perfect Case so your Agents can arm themselves with the proper knowledge and, along with, efficiently solve Cases quickly.

Bad Case

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This ticket offers little information, is not using proper terminology and does not clearly state what the issue is. Your Agents are going need time to decode what the customer is asking and send replies seeking clarification so they can begin investigating the problem and find a solution.

Good Case

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This Case offers a clear, concise problem. It has a rich amount of information and 

A strong Case includes:
  • What's the problem? Clearly state the issue you're having. The more concise, the better.
  • What are you trying to accomplish? Sometimes a customer wants answers for the small task they're having issues with, but they neglect to mention the end goal they're trying to accomplish. Often times they have the wrong gameplan and a new solution is required for them to be successful. It's common for a Case to have multiple exchanges between customer and Agent before the Agent realizes the customer has the wrong approach to the proper solution.
  • Use proper terminology: This isn't always easy, but be mindful that certain terms have different meaning for the Agent than for the customer. For example, in a Case, a phrase like "the user isn't seeing the proper issues in the folders from the feed" should actually say "the Agent isn't seeing the proper Cases in the filters from the queue." The first phrase makes sense, but with a product like that integrates with many different technologies, those terms can take on a completely different meaning in reference to the other technologies. If you educate users on your important terminology, both Agent and customer will be speaking the same language.
  • Include information and resources: Agents will try to solve your Case on the first try, but sometimes more information is needed. To avoid lag time between replies, give the Agent as much relevant information as possible in your initial email so they can get to work on a solution right away. Also helpful are screenshots, screencasts, links to support articles, and email thread snippets.
  • Steps to reproduce: This may be the most important piece. Show the Agent the exact experience you're having so they can get to where you are quickly. Or in lieu of steps, a simple screenshot is very helpful. Accompanying what you are trying to accomplish with your attempted steps for a solution gives customers the best chance at an Agent solving your Case on the first try.
When you show your customers how to best take advantage of your support resources, they will remember their positive experience and continue to efficiently leverage your Agents.