20+ years of experience helped us to create the most effective workflow for support. A modern, easy to understand process that maximises efficiency and first time resolution.

Basic workflow
- Go to the Casengo inbox
- Open the new filter on the left side to see your cases
- Open the case you want to respond to
Note: If you are the first agent to open the case you're assigned as the owner.
- Respond to the customer
Note: If you don't know the answer you can forward the message to another agent or to a third-party for help.
- Wait for the customer to reply.
Note: you can see if the customer has replied if the case is bold and has a red icon that indicates a need to reply.
- When the customer has a satisfactory answer the agent can resolve the case.
Note: Once resolved the case will remain resolved for 72 hours. See SLA.
- Completed



Definitions:

Case
A conversation with the customer.

Inbox
The inbox has lists with cases inside it.

Status
The current status of a case.

New
Contains all cases that are not opened yet.

Open
Contains all cases that agents are answering.

Pending
All cases that are pending for reply.

Resolved
All resolved cases that but are not yet closed (see SLA).

Closed
All closed cases. Cases are set to closed by the system after 72 hours of inactivity.

Deleted
Contains all deleted cases.

Owner
The responsible agent who handles the case.

Collaborator
Other agents that help with the case.

Channel
A channel for communication like email and chat.

Third-party
A third-party that can help with the question. Third-party messages are never shown to the customer.

Forward message
Forward an individual message in a case to another agent or third-party.

Forward case
Forward a whole case to another agent or third-party.

My cases
All my cases with the status new, open or pending.

Unassigned
All cases without an owner.


Roles

Agent
A customer support representative who helps the customer.

Administrator
An administrator is an agent who has access to the admin panel.


Today
All cases opened in the last 24 hours.

Service level agreement (SLA)
By default the Casengo system sets a 72 hour SLA for all resolved cases. If a new message comes within the 72 hours, the SLA timer will be reset. If there hasn't been any change for 72 hours, the system closes the case.

Need a reply
The need a reply icon after the customer name indicates that the last message in the case is from the customer. It's a best practice as a company to send the last message to the customer at all times as confirmation or a thank you.

Sorting

Sort cases in ascending or descending order on one of three properties:

- last updated time (time-based ordering)

- subject (alphabetic ordering)

- status (new, open, pending, resolved, closed)

Tip: Set the last updated time in descending order so that you can work first in first out.


Search
Search for cases by exact word.

You can also search for:

- Case subject

- Case ID

- Contact’s name / email / phone / note

- Case label

- Case messages (only the first 30 messages)

Example: A search for 'contract' will return all cases that have the subject with contract. It will also return all cases with labels ‘Contract Needed’.

If you search for 'contr' then you will get no results.


Special characters.
Search will replace these characters : '`+-!():^[]"{}~?|&/\.,; with spaces.

Tip: Avoid using punctuation.

Case tabs
An agent can open many cases and each of them will stay in its own case tab. The agent can switch to the different cases by switching to different case tabs. The case tab will show a ‘need a reply’ icon if the last message is from the customer.

Case locking
A case locks for other agents when the first agent opens it. He has the exclusive right to communicate with the customer while locking the case. Other agents can still open the case and see what that agent is doing. They cannot change case settings or write messages to the customer.

Agent can unlock the case by closing the case tab, logging out of Casengo or after closing his browser tab.