FEATURES > CASE MANAGEMENT

Impressive support experience

Scale your support productivity with smart automation and thoughtful management. Create a seamless support experience.

What is case management?

Case management is the process that assists support executives in resolving customer issues as specified in the SLAs. It combines automation with the resolution process for efficiency.

    CASE CREATION

    MONITOR SLAS

    One View

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    Automated case creation

    Setup Mailroom for cases

    Create cases directly from the customer emails by setting up Mailroom and transform email content into a case record.

    Create cases from webforms

    Create a webform on the CRM and get its ready-made code to embed into your website code.

    Auto-assign cases to agents

    Set up assignment rules to assign cases to agents automatically. Pick between Round Robin and Least Loaded modes of assignment.

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    Monitor SLAs with ease

    Email alerts for averting SLA violations and reporting

    Set up email alerts to remind you of case deadlines. Configure escalation emails to be sent on SLA violations.

    Evaluate your support team's performance with ease

    Help Desk Insights gives you metrics such as SLA performance, backlog numbers, violated cases, etc., to evaluate performance.

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    Enhanced resolution process with One View

    Unified view of cases

    Find all records relating to a case in the One View widget of the Cases module. Reach out to the contact or organization pertaining to a case directly from CRM. Track all related cases, calls, and chats.

    Quick insights using Calculus

    Take advantage of real-time metrics that indicate first response and due dates. Meet your Service Level Agreement conditions and deadlines with swift SLA insights.

    Timelogs for cases

    Track the time spent on cases effortlessly with Timelogs. Create invoices for billable hours or deduct free support hours.

    CASE STUDIES

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