Cases & Tickets#

The Cases module is Coeffection's customer support and issue-tracking system. Cases are customer-reported problems, service requests, or enquiries that require resolution. They can be created manually by an agent, raised via an inbound email, or submitted through a web form.

Each case moves through a Kanban board with five default statuses: Backlog, Pending Agent, In Progress, Pending Customer, and Resolved. You can add custom statuses to match your support workflow. Priority levels (Low, Medium, High, Critical) drive SLA timers and escalation rules.

Creating a case

1. 1Go to Cases in the sidebar and click "+ New Case".
2. 2Select or search for the Contact this case belongs to. Link to a Company if applicable.
3. 3Enter a Subject and a full Description of the issue.
4. 4Set Priority (Low / Medium / High / Critical) and Category (e.g. Billing, Technical, Feature Request).
5. 5Assign to an agent or leave unassigned to add to the team queue.
6. 6Optionally apply a Case Template which will pre-populate a checklist of tasks.
7. 7Click Create Case. An automated email confirmation is sent to the contact.

SLA timers and escalation

SLA rules are configured in Admin → Settings → SLA Policies. Each priority level maps to a first-response target and a resolution target. When a case is created, the appropriate SLA timer starts immediately. If the first-response deadline is approaching, the case card turns amber. If the deadline passes, it turns red and an escalation email is fired to the case owner's manager.

Email threading

Every case has a unique email address (e.g. case-0494@support.yourcompany.com). When a customer replies to a case notification, that reply is appended to the case thread automatically. Agents can reply directly from within Coeffection and the email will appear to come from the support address, keeping the conversation on-brand.