Questions by Category: "Cases"

A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice, the term SLA is at times used to refer to the contracted delivery time....more

Cases App allows you to provide privilege to the users who assigned to access Side Panel view in Cases App. This permission to access the side panel view, can be provided only by the su...more

Custom views are created for the sake of analyzing the cases. Cases App allows to provide access to the users who are have been assigned to Save their Preferred Views. This permission t...more

The Display Dropdown is used to view extra information regarding the cases by allowing the users to select their own preferred fields. Cases App allows to provide access to the users wh...more

Warning Pop Up is a message that is displayed when you try to authenticate an employees email address for which only he or she has an access. When you try to authenticate your employee ...more

Cases App allows you to provide access to the users who have been assigned to have a 360° view of a case. The permission for this view is provide by the super-user(Admin). The users(Em...more

SLA is the acronym of Service Level Agreement. Cases App allows you to provide access to the users who are deputed to view all the applicable SLAs and their status of a particular case....more

Email tab can be viewed only by those users who have the privilege to do so. Select Actions from the Security menu on the left navigation . In Actions-> Privilege. You can name and d...more

Default value is one of the drop down field properties in Master Layout. This feature allows you to select the default value in the drop down field which can be modified/updated in the ...more

A prominent feature of Cases App is to provide access to the users who have been assigned to access “Homepage” in Cases App. This permission to access the homepage can be provided o...more

In the Cases App, allows you to schedule your emails and reports. However, before scheduling the delivery time for reports or emails, you have to set frequencies. Quickly going through...more

This setting allows to enable the email notification whenever the case is assigned. You can receive the Email Notifications in four cases: Case Creation Case Updation Case Assigned Note...more

Cases App allows you to give access to the users who are reputed to view all the related cases associated with a particular customer or client. The permission to view associated/related...more

Emails that are received in the authenticated email account can be collected as a case in Apptivo Cases App using “Email to Case” option. To use this option, you need to configure i...more

This setting allows you to enable the email notification whenever a case is created in the system. The created case can be notified to the following persons: Customer Assignee(s) You ca...more

Cases App allows to provide access to the users who are assigned to perform search/advanced search in Cases. This permission to perform search, can be provided only by the super-user(Ad...more

Cases App allows the super user to provide access to the users who are assigned the task of accessing and generateing Reports in Cases App. This permission to access the reports is prov...more

Cases App allows you to provide access to the users who have the privilege to display useful links related to Cases on their respective accounts. The Useful Links are the following. Qui...more

Cases App allows you to provide access to the users who have been assigned the task to Schedule Follow up for the cases. The permission to schedule a followup, can be provided only by t...more

Cases app allows you to view different reports as per your requirement. If a case is assigned to another team, you can check those cases using an option called "Cases transferred outsid...more

In Cases App you can generate the reports for cases that are transferred back to the team using the Reports option. Let's go through the following steps. Steps to Cases Transferred Back...more

Cases App has the provision to provide access to certain users who are assigned the task to access Notifications in Cases App. This permission to access the notifications can be provid...more

Cases App has the provision to provide access to the users who are given the task to perform bulk export in Cases. This permission to perform bulk export is provided only by the super-u...more

Cases app has many default standard reports. You can view the number of cases which were received and updated by the customers using the option called Cases Received / Updated by Custom...more

Custom views can allow you to create customized views by defining the criteria as per your requirement. The custom views created by the user will be listed in the left panel views of ca...more

Cases App provides access to the users who have been given the task to access “Settings” in Cases App. This permission to access settings, can be provided only by the super-user(Adm...more

Cases App gives the superuser the provision to give access to the users who are given the responsibility to perform bulk actions in Cases. This permission to perform bulk action, can be...more

When a customer sends an email to an authenticated email address of your business with a request to solve a problem, the customer will be acknowledged with an email the default template...more

Cases App allows you to configure the From Email address. The user can send emails to the clients/customers from the configured email address.  While sending emails, the required From ...more

Cases App allows you to provide access to the users who are assigned to retrieve deleted Cases from Cases App. This permission to access trash, can be provided only by the super-user(Ad...more

One of the prominent features of Case App is table column width. It is one of the field properties found in Master Layout. This width feature is used to set a predefined width of a colu...more

Cases App allows you to view Shared Views.  For that you need to first configure “Views” settings in order to display “Shared Views” in Cases App home dashboard. The custom vie...more

Cases app has many default standard reports. You can view the number of cases that are updated by the employees using "Cases updated by employees" option. The following steps make the c...more

Cases App allows you to give access to the users who have been assigned to convert a case into a project or work order. The permission to convert, can be provided only by the super-user...more

Yes, your employees can now create their own Tags without accessing the Settings. Tags are created as Labels to group the records using relevant tags. You can fetch the contacts based o...more

Steps to Customize Default Home Page View Log in and access Cases App from your universal navigation menu bar. Click on “More” icon and select “Settings” located at the app head...more

There are numerous situations where you might want to keep your customers informed of the status of their cases. Apptivo provides the ability to add third-party customers to their cases...more

Apptivo Case App offers a simple way to generate a report from the emails sent by a customer. In the report dashboard, you will find a field named "Received Email Id". Enter the email a...more

You are allowed to create custom mandatory fields while customizing app. This supports you to have your mandatory business fields based on your preference. Steps to Create Mandatory Cus...more

 The cases application is a central location used to manage problems or issues that your customers incur. You are able to document the details of their problem, and manage all of the a...more

Default value is one of the field properties in Master Layout. This feature allows you to define the default text in the text area field which can be modified/updated in the to create/o...more

There are numerous situations where you might need to keep a customer informed of the status of a specific case in your Cases App. Apptivo provides the ability to add third-party custom...more

What is SLA? A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted ...more

View Column Set  This feature allows you to customize your contact fields as a section as per your requirement. You can easily access your preferred section quickly to save your custom...more

Cases app has many default standard reports. You can view the number of cases that are updated by the customer using "Cases updated by customer" option. Lets go through the following st...more

Triggers allow you to perform automated actions like triggering an email or updating an attribute based on a particular criteria. Cases App allows you to set triggers on Event based, Ti...more

More Icon and its feature Log in and access Cases app from your universal navigation menu bar. Click on “More” icon located at the app header bar. You can view the following feature...more

You can view the roles and privileges of all applications in Employees App. This allows you to manage roles and privileges of each app. Log in and access Employees App and Click on “M...more

You can share custom fields section from one object to another. The following are the few types of custom fields  that Cases app allows you to share.Text Number Currency Radio Button C...more

Cases app has many default standard reports. You can generate a report that explains about a customer requirements by date using "Cases approaching need by date". Steps to Generate Case...more

Triggers allow you to perform automated actions like triggering an email or updating an attribute based on particular criteria. Cases App allows you to set triggers on Event based, Time...more

Default value is one of the field properties in the Master Layout. This feature allows you to define the default text in the text box field which can be modified/updated in the create/o...more

Cases app allows you to schedule followup the cases. This features will make you to remember about those particular cases which are scheduled for follow up. Steps to Schedule Follow up ...more

You are aware of Views in Apptivo. These views filter a set of objects or fields with specific criteria. Be it a Standard View or Custom View, you can add the Summary boxes to the Apps....more

Cases App allows you to create custom fields. The custom fields can be protected. That is the fields cannot be viewed until you give access to them. You can enable the custom fields and...more

Case app allows you to customize your 360 degree view. That is you can add the various app that you would be using frequently. This feature is a prominent feature that makes the life of...more

System Messages are messages that are already built-in. They are alerts  to warn or inform the users during certain activities. Cases App allows you to customize these system messages...more

Cases app allows you to view the reports as per your needs. If a case is assigned to one of the members of your team, you can check those cases using an option called "Cases transferred...more

Triggers allow you to perform automated actions like triggering an email or updating an attribute based on a particular criterion. Apptivo CRM Apps allows you to set three types of trig...more

Cases app allows you to personalize list under respective statuses. To view all these menus in the left navigation of the home page, you need to configure the settings of the Cases App,...more

This setting allows to enable the email notification whenever the case record is updated in the system. You can receive the Email Notifications in four cases: Case Creation Case Updatio...more

In general, Views are nothing but act like filtering options, used for showing particular information based on certain criteria, accordingly. There are some default views provided in th...more

An activity report describes a common activity associated with apps. It simply provides a technical spreadsheet of which activity was performed when and with what application. Steps to ...more

Cases app master layout allows the user to link cases app with other apps. Firstly, the users has to create custom fields and then select the name of the app he'd like to relate. Anothe...more

Cases App captures all problems or issues reported by the customers. You need to assign employees to these cases in order to resolve problems. The assigned employee will follow up with ...more

You want to sent the reports very Monday to your team head. What would you do? Sending it manually is not only time consuming but also at times mundane.  Using the frequency option set...more

Cases App allows you to view all your cases along with their statuses, if you want to hide a particular case status, you need to customize the settings. For Instance: You can view y...more

Cases App has provisions to give privilege to the users who have been assigned to Create Cases. This permission to create a case is provided only by a super-user(Admin). The users(Emplo...more

Cases App allows you to add links which are related to those cases by providing a tab called "Quick Link". This feature helps you to quickly view the links Which are related to cases. S...more

Custom views can allow you to create customized views by defining the criteria as per your requirement.The custom views created by the user will be listed in the left panel views of cas...more

Case Source is an attribute that is assigned to each case. You can customize this list based on where the cases are acquired from.This helps  you understand the case channels that are ...more

Cases app has many default standard reports. You can view the number of created cases report using the "Cases created" option. This is a prominent feature in Apptivo that is very useful...more

The news feed tab is where you will go to view the complete history of a case from start to finish. This includes the following. All communication back & forth with the client Any i...more

Steps to Add and Update Cases in Projects Log in and access Projects app from your universal navigation menu bar. Click on "List" drop down and select “Show All” from the left na...more

Cases app has in-built default standard reports. You can choose one of the report formats to generate Inflow Trend of Cases report. This report displays the details of the cases opened ...more

Cases news feed allows a user to create a note automatically in "Notes" tab whenever the news feed message is posted. Also, you can share the message with customer, assignee, and others...more

You can view the login hours which is the exact login time of a particular employee using an option called "Employee Log-in History" in Cases App. Cases app has many default standard re...more

Cases app has many default standard reports. It allows you to generate "Historical Resolution Leads Times" report.  These reports explain how long it took to resolve the cases in a giv...more

An order specifying work or task to be carried out for resolving the issue placed by the customers is called a work order. You can also add a case into the work order for resolving it....more

Cases app allows you to generate the reports as per your requirement. Here you can view the cases that were deleted without any update using the reports option. Lets go through the foll...more

Email Templates allows you to setup pre-defined messages. These are customized email messages that you can send to your Cases. You can customize your own Email Templates in the Cases ap...more

Customize App provides common features for Cases App. These are like business attributes which support you to customize your business with the custom fields. They can be quickly and eas...more

The cases app has several configuration settings that allow you to adjust the way the app functions. To configure your cases app statuses, Steps to Create New Case Status Log in and ac...more

You can enable SLA (Service Level Agreement) to the priority. Based on the selection of case priority Service Level Agreement will be applied to cases. Lets go through the steps to enab...more

Cases App has several groups of configuration settings that allow you to customize the app functions. One among those function is "Communication" which allows you to Customize the Commu...more

Cases app allows you to create the reports based on your requirements and also it provides some Pre generated report formats, which minimizes your work. Steps to Generate Cases By Statu...more

Cases app has many default standard reports. It allows you to view the cases by its type using a report option called "Cases by Type".  Steps to Generate Cases by Type Log in and acces...more

Absolutely! An integral part of a customer relationship management (CRM) application is a customer service applications. The application designed to manage customer issues is the Cases ...more

Steps to Customize Default Assignee for cases Log in and access Cases App from your universal navigation menu bar. Click on "More" icon and select “Settings” located at the app head...more

First you need to configure “Views” settings in order to enable To Follow Up in cases app home dashboard. Steps to View Follow Up Cases Log in and access Cases App from your univers...more

Cases app has many default standard reports. You can view the cases that  are opened past due date using "Cases Past Due" report option. The following are the steps to generate the rep...more

Cases app allows you to convert a case into an invoice. To convert the cases into invoices , you need to select each of your cases  that you wish to convert into the invoices and choos...more

Cases App allows you to enable the timer for resolving any issues with the cases. That is you can set the work timer and let the clock count your time spent in resolving the cases. Ther...more

Cases by Customer The customer case reports which supports you to filter cases created for the particular customer. The customized case report acquires case number, a summary of the cas...more

The Cases App allows the user to update the cases in bulk, simultaneously. This will be helpful in situations where you need of updating multiple case records. These bulk actions are av...more

This setting allows to enable the email notification whenever a Note is created or updated in the system. Before enabling note notification, you need to create appropriate email templat...more

Cases Collaboration setting allows you to view common features available in apps such as (news feed, calendar, follow-ups, tasks, call logs, emails, notes, documents). You can also give...more

Not all employees are given the privilege to delete cases for the purpose of security. Cases App has features to provide access to the users who have been assigned to Delete Cases. This...more

In Cases App settings, Actions option permits you to provide access to the users who have been assigned the task to view and analyze actions. The users who have the privilege for a spec...more

All My Employees All my employees hold the cases assigned to your employees. From here you can filter your employee name and view the cases assigned to the particular employee. Log in a...more

Customize App allows you to add tables based on your business requirements. In Cases app, you can create a custom table with the columns you want to display and share it with Customers,...more

Cases App allows you to generate the reports as per your needs. You can configure the report setting in order to hide or show your reports. Lets go through the following steps to genera...more

Cases app has many default standard reports. It allows you to view the cases handled by an employee or team using an report option called "Cases by Assignee". Have a look at the steps t...more

Cases App conversion feature allows you to convert cases into projects or work orders. The following steps will guide you through. Steps to Convert Cases into Work Orders Log in and acc...more

Cases App conversion feature allows you to convert case to project. Steps to Convert Cases to Project Log in and access Cases App from your universal navigation menu bar. Create a new c...more

The cases App supports grouping cases under different types and also allows you to create your own case type. All - Shows all cases no matter what status. New - All the newly created ca...more

First, you need to customize "By Queue" views in Cases App Settings in order to show in left navigation panel of cases app home dashboard. Steps to View My Team's Cases "My teams" filte...more

You can find all the created Cases based on their priority like all, high, medium and low under “By Priority”. The Cases App not only supports grouping under different priorities  ...more

You can find all the created Cases based on their type. Under “By Type” while creating a case you have to select a case type manually to which it is related. The Cases App not only ...more

Value dependency is one of the field properties in Master Layout. This feature allows you to define the condition to show or hide the particular field’s value. By default, the values ...more

Cases App doesn’t support your business with cases; it comes with many other apps to run your business. All apps are deeply integrated which communicate with one another. Any customer...more

In Case App, the option notes is mostly used to provide a log of changes and updates made in the system. Templates allow a user to setup pre-defined messages and that can be added while...more

The cases app has several configuration settings that allow you to adjust the way the app functions. You can configure “Priorities” setting to define the urgency of cases. Steps to ...more

Cases App allows you to add items that are related to the cases by using a field called Items. This can be done while creating cases or to the existing ones .This feature helps you to q...more

Apptivo Cases App settings are provided with meaningful defaults. You can customize them according to your requirements by configuring the application. Having a customized cases app wil...more

Visibility dependency is one of the field properties in Master Layout of Cases App. This feature allows you to define the condition to show or hide a particular field. By default, the V...more

Cases App allows you to customize the name of the app by renaming it. This makes it easier to identify the application through the User Interface navigation. It can be customized accord...more

First, you need to configure views settings of cases app in order to enable "By Queue" view in the dashboard. Steps to view cases by queue Log in and access Cases app from your universa...more

Label visibility is one of the field properties in Master Layout of the Cases App. This feature allows you to hide the label of the field on the create and view page of the Cases. By de...more

Every business should have some sort of method to plan as well as organize their company initiatives into projects to achieve specific goals. Apptivo Cases app, allows you to add those ...more

Notes are used to provide a log of changes and updates made in the system. These notes can be shared with the other members of the team. Lets follow the steps to share the note with an ...more

In Projects App, cases are nothing but gaining a control of the problem or an issue while initiating a project. It will be in a short written form. You can create or add cases related t...more

Projects App integrates with Cases App, Timesheets App,Employees App, Contacts App, Customers App, Teams App and Invoices App. To learn more about Projects app click here http://www.app...more

Indicate whether you want to manually specify or automatically generate case number while creating a case. Steps to Case Number Generation Log in and access Cases App from your universa...more

Cases App allows you to create a new case. It can be issue or which may be a feature requirement. Steps to Create a Case Log in and access Cases App from your universal navigation menu ...more

The cases app has several configuration settings that allow you to adjust the way the app functions. To configure your cases app cases types setting. Steps to Create a New Case Type Log...more

First, you need to configure “Views” settings in order to enable “Show All” feature to be shown in cases home dashboard. Steps to View All Cases App Log in and access Cases app ...more

Cases app allows you to delete the cases which you have created earlier. It also allows you to restore the deleted cases using an option called Archived. Steps to Delete a Case Log in a...more

You can log your problems and feature requests as a case in Cases App. It also allows you to edit the cases which are created. Steps to Edit a Case Log in and access Cases App from your...more

Cases App allows you to perform simple and advanced searches.   Simple search Simple search allows you to search using a simple search field located in the header bar.  Simple search ...more

At times it becomes necessary to assign cases of the prominent client(s) to multiple team or employees. Using multiple assignee option, Cases App allows you to assign the cases to the m...more

Cases App shows your closed cases in “Closed” status. You cannot view the closed status by a simple search. However,  it is possible to view the closed cases, if you perform an adv...more

Cases app allows you to view the deleted cases using an option called Trash, which allows you to enable the Deleted contacts using an option called Archived. Trash Dashboard Log in and ...more

The cases that have been deleted can be  seen in the Trash. If there are other objects linked to the cases it goes to the Archived. can be viewed bySteps to View Archived CasesLog in a...more

Customizing Cases App conversion features is a prominent feature that allows you to convert the cases into Project and Work order. Once you convert the cases to a project or work order,...more

First, you need to configure "Views" settings to enable "By Queue" in the Cases App home dashboard. Steps to View My Cases "My Cases" shows cases assigned to you. This may assist you to...more

The Notes features across all the modules in Apptivo CRM is very user friendly. Notes are not visible on the account unless its enabled for the user. Notes are loved by all users becaus...more

Cases App Highlighting feature allows you to identify the main objects. That is using color scheme you can highlight the main objects. This configuration contains background color, text...more