Talkdesk Cases – Knowledge Base

Talkdesk Cases
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Documentation on how to configure and leverage Talkdesk Cases™, a Talkdesk Digital Engagement™ sub-product. Cases is a natively built and fully-integrated omnichannel ticketing system that allows Administrators and Agents to handle customer issues that require efficient follow-ups.

Available Articles

★ Talkdesk Cases Overview

Case SLA Dashboard

Cases - Custom Fields in Reporting

Configuring Talkdesk Cases

Creating and Managing Case Forms

Creating and Managing Custom Fields

Creating and Managing Event-based Automations

Creating and Managing Service Level Agreement Policies

Creating and Managing Time-based Automations

Creating or Connecting Cases from Chat Conversations

Creating or Connecting Cases from Voice conversations

Creating, Connecting, or Auto-Reopening Cases from Email Conversations

Default Automated Tasks for Talkdesk Cases

Deleting and Restoring Cases

Embedding Webforms in Your Website with Talkdesk Cases

Event-based Automation Overview

Handling Cases in Talkdesk Cases

Manually Creating a Case

Relating a Call to an Existing Case

Resolving Cases in Bulk

Searching for Cases

Service Level Agreement Overview

Time-based Automation Overview

Understanding Case Fields and Field Formats

Understanding Conditions and Actions in Event-based Automations

Understanding Conditions and Actions in Time-based Automations

Understanding Conditions and Targets in Service Level Agreements