™Cases
Requests and problems you need to track to a close.
A case is something that needs an owner and an answer: a client request, an internal issue, a billing question, a bug, or anything else. Each has a type, a priority (low to urgent), a status (open, in progress, resolved, closed), a requester and an assignee.
Routing rules
Owners and admins can set routing rules so new cases of a type go to the right person automatically. Open Cases, then Routing.
Tip:Cases is hidden from the sidebar until you first use it. Switch it on under Workspace settings, Manage Objects.
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