Handling Cases in Talkdesk Cases

Talkdesk Cases™ provides case information on a case processing page, allowing Agents to conveniently manage and resolve cases. The centralized case processing UI helps Agents perform a variety of tasks, such as editing case properties, viewing case cards and creating subcases.

To go to the processing page of a case, click the case in a case view.

Viewing the Case Processing Page

The case processing page contains the following separate sections.

Action Bar

The action bar is near the top of the screen (immediately under the header section). It allows Agents to delete the case, unassign it, add internal notes, create a subcase, and more.

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  • Refresh: Refreshes the page.
  • Delete: Deletes the case. For more information, see Deleting and Restoring Cases.
  • Merge case: Merges multiple cases into a single case. For more information, see Merging Cases.
  • Unassign case: Unassigns the case from the Agent. Unassigning a case automatically sets its status to “New”.
  • Add internal notes: Adds notes and attachments to the case. For more information, see Managing Notes and Attachments.
  • Add subcase: Creates a subcase for this case. This button is not available for subcases. For more information, see Creating a Subcase.

Case Cards

This section contains major events related to the case, with each displayed as a separate card, such as case creation, internal notes, case status change, and case resolution. Cards are listed in chronological order of creation.

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Some cards contain associated resources of the event which you can access. For example, you can download the call recording from an “Inbound call” card.

Properties

The fields that appear on the Properties tab provide basic information about a case. Agents can update case properties as long as the case is not in the “Resolved” or “Closed” status. After a field value is changed, click the Update button to save it. For more information about different case fields, see Understanding Case Fields and Fields Formats.

Administrators can specify which fields (including custom fields) should be displayed on this tab and in what order. For more information, see Creating and Managing Case Forms.

Note: The case status field is not displayed explicitly on the Properties tab. To update the case status, click the downward arrow next to the Update button and select an option. Exercise caution when updating the case status as it may affect the target time countdown of service level agreement (SLA) policies.

This tab displays a list of cases associated with the case. Agents can quickly switch between the root case and subcases on this tab. If a case does not have any subcase, or it is not a subcase of any root case, this tab will not be available.

Timeline

In this tab, Agents can see a case's full history at a glance, starting at the case creation date and including updates, emails and calls exchanged, status changes, and more. 

Snapshot

This tab displays the information of the assigned ring group and customer contact details.

New Conversation

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You can start a conversation with the contact by clicking New conversation and selecting Voice. This will start a call in Conversations.

Managing Notes and Attachments

Agents can add notes and attachments to cases. Notes are general standalone comments. Attachments are files uploaded by agents to provide more information about cases. Each note appears in its own card, displaying a subject that defaults to “New note”, the user who adds the note, note contents, and attachments.image6.png

  1. On the case processing page, click Add internal notes on the action bar [1].
  2. In the “Internal Note” card that appears on the left, the name of the note is populated automatically [2]. Change the name as needed and enter notes into the “Notes” box.
  3. To add an attachment, drag a file to the “Notes” box. Alternatively, click the paperclip icon image-4.png to upload it [3].
  4. Click Save [4].
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  5. After the “Internal Note” card is created, you can click the ellipsis icon image-6.png to edit or delete it.
  6. To download an attachment, click it in the card. Keep in mind that Agents can download all attachments in the notes regardless of whom they were added by.

Note: You can add multiple internal notes (namely, multiple “Internal Note” cards) to the same case.

Creating a Subcase

A subcase is another case associated with a root case. It is used to track tasks that need to be completed before the root case can be resolved. A root case can have multiple subcases while a subcase cannot have another subcase.image-7.png

  1. On the case processing page, click Add subcase on the action bar.
  2. This expands a panel on the right side where you can provide basic information about the subcase. A subcase has the same properties as a case. Specify the required fields. For more information, see Understanding Case Fields and Fields Formats.
  3. Click Save in the bottom-right corner. The subcase will be assigned to the Agent specified. Typically, a back-office Agent is responsible for a subcase.
  4. After the subcase is created, the assignee can find it in the “My unresolved cases” view. To quickly switch between the subcase and the root case, go to the Related tab on the case processing page, and select the desired case.

Resolving a Case

To resolve a case, you need to set the status of the case to “Resolved”. Once a case is resolved, the action bar is disabled, and you are not able to edit case properties (excluding status). Keep in mind that cases that contain unresolved subcases cannot be resolved.image2.png

  1. On the case processing page, click the downward arrow and select Update as Resolved.
  2. In the “Case resolved” card that appears on the left side, enter notes into the “Resolution” box and click Save.
  3. A resolved case can be reopened until it is closed.

Note: You can reopen a resolved case by updating its status. Reopening a case allows you to edit case properties again and gives you access to all the items on the action bar. Once you are finished with the case, you need to resolve it again.

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