Service: cases, chat and knowledge

The Service side of CRMSix is where your team answers customers. Every request becomes a case, whether it came by email, your website, live chat or a phone call, and the case keeps the whole conversation, its files and its deadlines in one place. Switch to Service with the toggle at the top of the menu.

How cases arrive

New cases are routed by your organization’s assignment rules to a support team or a person. Out-of-office replies, bounces and mailing-list mail never create cases.

Find your cases

The Cases tab opens on a list view. Switch views at the top:

• My Open Cases: what you need to work on.
• Unassigned Open Cases: cases waiting for someone to take them.
• All Open Cases and All Cases.

Search by subject, contact or case number, and narrow the list by status. Click a case to open it.

Create a case

1. On the Cases tab, choose New Case.
2. Enter the subject and description, and choose the contact and account if you know them.
3. Set the priority and origin (where the request came from).
4. Leave Assign using active assignment rules ticked to route it automatically, or untick it and choose a support team yourself.
5. Choose Create Case. It gets a 10-digit case number.

Work a case

• Take it: choose Assign to me on an unassigned case, or Release one of yours. People whose profile allows assigning cases can assign it to anyone.
• Move it along: click a step on the status path at the top. Each status belongs to a category, and the category decides which moves are allowed (below).
• Reply or note: in Comments, a reply marked Visible to the customer is emailed to them and shows on their ticket; anything else is an internal note only your team sees.
• Email: in Activity, choose Send Email and pick a template to fill in the subject and message. The customer’s answer comes back onto the case.
• Follow up: New Task and New Event plan your next steps; Activity lists what’s upcoming and overdue, and everything done under History.
• Files: add screenshots and documents to the case’s Files card (up to 4 MB each). Files that came with emails are there too.
• Answer faster: the Knowledge card suggests articles from the case’s subject and description (see Knowledge).

Moving between two statuses in the same category is always allowed. Your admin chooses the statuses’ names.

Milestones and escalations

Milestones are time targets that start when a case is created, such as “first response within 4 hours”. The Milestones card on a case shows each one as On track, Due soon (its last quarter), Overdue, Completed or Completed late.

• A milestone completes when the first email goes to the customer, when the case closes, or when someone chooses Mark complete, depending on how it’s set up.
• Targets can count only your business hours.
• Escalation rules act on open cases that match them, for example when a milestone is missed: they can email someone and reassign the case to a person or another support team. Each rule acts once per case.

Live chat

1. Set the Chat bar at the bottom right to Online. Only Online agents get chats; Busy keeps your current chats but takes no new ones. Allow browser notifications so you hear chats while in another tab.
2. A new chat chimes and shows the visitor’s name and question with a countdown. Accept it before the time runs out, or Decline; either way it moves on to the next available agent.
3. Reply in the chat. Use ⚡ for quick replies and 📎 to send a file (up to 4 MB). Work several chats at once in the tabs; a red dot means an unread message.
4. Transfer hands a chat to another agent or a support team, Save to case creates a case now, and End closes the chat.

The visitor gets the transcript by email and can rate the chat. The Chats tab keeps every transcript, with answer rates, wait and handle times and satisfaction per agent; managers follow live chats on the Live board.

Knowledge

The Knowledge tab holds answers your team writes once and reuses: how-tos, fixes and policies. Search finds articles by any word in their title, summary or text.

• On a case: Attach the article that answers it, and use Copy link to paste a public article’s address into your reply.
• Writing (managers): New Article opens an editor with a preview. Articles start as drafts; Publish makes one available, and Archive retires it.
• Internal or public: internal articles are for your team; public ones also appear in your customer help center, and as suggestions while customers fill in your support form.

Customer surveys

When a case closes, its contact can automatically get a short survey by email, such as a 1–5 star rating or how likely they are to recommend you (0–10). You can also choose Send survey on the case’s Customer Survey card. Answers show on the case, and the Surveys tab shows the response rate, average rating, satisfied customers and Net Promoter Score.

Setting it up (admins)

To report on your service, see Creating reports and dashboards; to automate follow-ups, Workflow rules and Flows.