Embedded Files
Current status of the case, we only use, New, Open, Escalated & Closed (Reopened indicates that the customer responded)
Response Section
Email - Used to respond via email
Post - Internal notes on the case, tags location
Social & New Task (unused)
Below is the list for the history of the case, any updates or responses from the customer and the user
Case details contains the case information
To edit any of the information click on the icon beside every space
Important
Contact name - may not be auto-populated and at times cannot be searched
Issue Category - (important) - Main reason for the case
Issue Type - (Important) - Specific reason for the case
Sentiment - Customer's current state
User - User email
This section is important to be updated depending on which queue they are forwarded to
Cases for Parent - List possible duplicate emails
Emails section on the left, show all email sent to the email address
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