Introduction to Cases

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Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent.

Overview of Cases

In this article

The Basics of Responding to Cases

You have a few options when responding to a case:

  1. Reply to the case directly by typing your message into the reply box.
  2. Include an attachment. You can add an attachment by clicking the “Add Attachment” link under the reply box. You’re limited to 10MB per attachment. You'll be able to see the attachments added to a case below the reply box. If you’re sending many files (or large files), use a service like Dropbox to compress files and share links.
  3. Use a Macro. Macros are shortcuts that auto-populate fields, create auto-replies, configure labels, set field values, assign cases to agents, and more. You can read about macros here.

Adding and Editing Notes

Agents can add notes that are only visible internally. Add a note by selecting Note next to the Reply button.

Click Update to add the note to the email. Later, if you want to Edit or Erase the note, click the caret icon and select your choice from the dropdown.


Note: You can only edit the note 15 minutes after it was created or last edited. Only the author can edit the note.

Sending your Response

Once you perform any combination of these actions, you need to send the case out to the customer. The two options for sending the case are the buttons on the bottom right corner of the screen.

  • Reply - Update the case information and send the result to the customer without resolving.
  • +Resolve - Reply to and resolve the case with one click.

The "Close Tab" option below the reply box sets whether your case tab closes upon reply/resolve or stays open. This is a sticky setting, so you don't need to set it for every case.

Replying to Different Case Types


When you open an email case, you can type your message in the reply box and send. You’re able to change the "To" field, add CCs and BCCs, change the subject, and add attachments. Instructions for email setup here.


Phone cases allow you to create records for phone conversations. These are internal-only and are not visible to the customer. See instructions for adding a phone here.


Chat cases are real-time conversations with customers. When you open a chat case there is a customer awaiting reply. Reply in the message box to add to the transcript and the case will update when your customer replies. See setup instructions here.


Q&A cases result in publicly posted questions in your Support Center. Respond like a normal case but note that your responses are public in your support center. We recommend not posting any sensitive information. See setup instructions here.

Any replies to the Q&A post will be in the same case. When you reply, you can turn off the option for community members to reply. You can also mark an answer as the best answer, which will be displayed as such in the support center.


The @username of the customer is automatically included in the reply box. The character count is visible to ensure your reply is kept to the maximum of 140 characters. See setup instructions here.


You can send @mentions as well as DMs (as long as the user is following you). You can change your tweet type when replying in a case.


You can respond to Facebook messages and Wall Posts with a case reply (which will post as a comment). There is an 8,000 character limit. See setup instructions here.