Work a case from first review through to resolution. Read the employee's request, investigate the issue, communicate clearly, and update the case as work progresses.
For information about finding work, see Find and claim work.
Before you begin
Open a case from:
- Your assigned work
- Your team's claim queue
- Search results
- A notification
Review the case before taking action.
Understand the case
When you open a case, start by understanding the employee's request.
Review:
- The case header for key information, such as the requester, priority, categories, and flags.
- The conversation to understand what has happened so far.
- AI Insights for a summary of the case.
Taking a few moments to understand the case helps you avoid unnecessary back-and-forth with the employee.
Investigate the request
Gather the information you need before responding.
Depending on the case, you might:
- Review previous updates
- Check internal notes
- Consult colleagues or collaborators
- Use Ask AI to summarize information or help draft a response
If you need additional information from the employee, ask clear questions before continuing your investigation.
Communicate with the employee
Use Send update whenever you're communicating with the employee.
Your update should:
- Answer the employee's question
- Explain what you're doing
- Set expectations for what happens next
Employees don't see internal notes or Ask AI conversations, so every public update should make sense on its own.
For more information, see Communicate with employees.
Update the case
Keep the case accurate as work progresses.
Depending on your permissions, you can update information such as:
- Status
- Categories
- Flags
- Priority
- Participants
When appropriate, update the case status at the same time as sending a public update so the employee understands why the status changed.
For more information about statuses, see Case statuses.
Collaborate with others
Some cases require additional expertise.
You can:
- Add internal notes for your team
- Invite collaborators
- Use Ask AI to help understand the case or draft responses
Choose the right communication method for the audience. Employees only see public updates.
For more information, see Understanding case conversations.
Resolve the case
Resolve the case once you have addressed the employee's request.
Before resolving the case:
- Confirm the employee has the information or outcome they need.
- Ensure case details are up to date.
- Send a final public update explaining the resolution.
Depending on your organization's configuration, the employee may receive a close survey before the case is closed automatically.
Best practices
- Review the full conversation before replying.
- Keep public updates clear and actionable.
- Use internal notes for team collaboration only.
- Review AI-generated content before sharing it.
- Keep case information up to date as work progresses.
- Resolve cases promptly once the issue has been addressed.