Cases

Why this matters

A case is a support ticket or service request: a problem, question, or requirement a customer brings to you. The Cases module is where your support team logs, handles, and resolves these requests — keeping a complete history of every interaction with the customer.

Without cases, customer inquiries arrive by email and get lost, or stay half-done between two team members with no one knowing the current state. With cases, everything is tracked.

Create a case

Three paths depending on where it comes from:

• From a contact: open the contact → Cases tab → Create. The case is linked.
• From the Cases module: sidebar → Cases → Create. Pick contact and company manually.
• From an incoming email: a customer writes to support@yourcompany.com and ZaazCRM creates the case automatically (if configured).

Key fields:

• Subject — short and descriptive.
• Description — what's happening, what they need.
• Contact and Company.
• Type — incident, question, change request, complaint.
• Priority — low, medium, high, urgent.
• Category — affected product/service area.
• Owner — who handles it.

The case detail

When you open a case you find:

• Summary — folio, contact, priority, current status, owner.
• Description of the problem.
• Timeline — what happened when (customer interactions, escalations, attempted solutions).

Related tabs:

• Emails — all the email conversation associated with the case.
• Calls — case phone history.
• Comments — internal team notes.
• Files — documents, screenshots, logs.
• Tasks — assigned pending items.
• Activity timeline — change audit.

Case statuses

• Open — just created, unattended.
• In progress — someone is working on it.
• Waiting on customer — we need more info from them.
• Resolved — we provided a solution, waiting for confirmation.
• Closed — confirmed and archived.
• Cancelled — the customer withdrew the request.

SLAs and response times

If your administrator configured SLAs (Service Level Agreements), each case has target times per its priority:

• Urgent priority: first response within 1 hour.
• High priority: first response within 4 hours.
• Medium priority: first response within 24 hours.

ZaazCRM shows a counter and alerts when a case is close to breaching SLA.

Reply to the customer from the case

Reply by email button inside the case:

1. Opens a pre-filled composition with the recipient (the customer).
2. Subject carries the case folio.
3. Suggested reply template per category.
4. Write the reply, attachments if applicable → Send.

Every sent email stays in the case. The customer receives the email with an identifier ZaazCRM uses to auto-link their replies to the same case.

Close the case

When the case is resolved:

1. Open the case → Edit.
2. Change Status to Resolved or Closed.
3. Fill in Resolution — description of what fixed the problem.
4. Save.

ZaazCRM can send the customer an automatic satisfaction survey (if configured).

Watch out for

• Don't close a case without customer confirmation. If you decide it's resolved but the customer doesn't confirm, you reopen the case when they write back annoyed. Use Resolved first, then close when confirmed.
• Don't mix unrelated topics in one case. If the customer mentions two problems, create two cases. Mixing makes tracking and reporting harder.
• Priorities are scarce. If every case is "Urgent", none of them is. Reserve urgent for real emergencies.
• SLAs expire even if you're not looking. Configure notifications so you don't lose sight of cases nearing breach.

Where to next

• Quotes — for cases that end up selling additional services.
• Companies — see every case from an account.