Customer service case states

A customer service case can be in one of several states.

Table 1. Customer service case states
Term Definition
New The initial state for a new case, which is created through any one of the channels—customer portal, email, chat, or telephone—or from the Customer Service application.
Actions the agent can take:
  • Assign to me: the case is assigned to the agent and the state changes to Open.
  • Accept: if assigned by the customer service manager, the agent accepts the case and the state changes to Open.
  • Update: updates the case.
  • Close Case: closes the case.
  • Delete: deletes the case.
Actions the customer can take:
  • Update: updates the case.
  • Close Case: closes the case
Open The case is assigned to an agent and the agent clicks Accept or an agent opens a case and clicks Assign to me. Both of these actions change the state from New to Open.
Actions the agent can take:
  • Update: updates the case.
  • Request Info: the agent requests additional information from the customer. The state changes to Awaiting Info.
  • Propose Solution: the agent proposes a solution for the case. The state changes to Resolved.
  • Close Case: closes the case.
  • Delete: deletes the case.
Awaiting Info An agent clicks Request Info, changing the state from Open to Awaiting Info.
Actions the agent can take:
  • Open Case: changes the state back to Open.
  • Update: updates the case
  • Close Case: closes the case.
  • Delete: deletes the case.
Actions the customer can take:
  • Update: once the customer updates the case, the state changes to Open.
  • Close Case: closes the case.
Resolved An agent provides information in a close note and clicks Propose Solution, changing the state from Awaiting Info to Resolved.
Actions the agent can take:
  • Update: updates the case
  • Close Case: closes the case.
Actions the customer can take:
  • Accept Solution: the customer accepts the solution proposed by the agent. The state changes to Closed and a survey is displayed.
  • Reject Solution: the customer rejects the solution proposed by the agent and the state changes to Open.
  • Delete: deletes the case.
Closed After proposing a solution, an agent waits for the customer to respond.
  • If the customer clicks Accept Solution, the state changes from Resolved to Closed.
  • If the customer clicks Reject Solution, the state changes from Resolved to Open.

An agent, agent manager, or a customer can close a case at any time, except when it is in the Resolved state, when only a customer can accept or reject the proposed solution.

When an agent or agent manager closes a case, details must be included in the Close notes. This is not required when a customer closes a case.

A case cannot be updated once it is closed.