Every case moves through a lifecycle, from the time it's created until it's permanently closed. Understanding the lifecycle helps you know what actions are available, who can perform them, and what employees can expect as their request progresses.
Most cases follow the standard lifecycle without intervention. Case Managers and Case Administrators can perform additional lifecycle actions when exceptional situations arise.
Before you begin
Standard lifecycle
Most cases progress through the following stages. As a case moves through the lifecycle, different actions become available to agents, managers, employees, and AI.
| Status | Purpose |
| New | The case has been created and is awaiting work. |
| In Progress | An agent is actively working on the case. |
| Waiting | The case is waiting for information or action from the employee. |
| On Hold | Work is temporarily paused because of an external dependency. |
| Resolved | The requested work is complete, but the case remains open for a configurable grace period. |
| Closed | The grace period has ended, or the case has been closed early by a Case Manager or Case Administrator. |
Employee and manager actions
Employees and managers interact with the lifecycle differently.
During the Resolved grace period, employees can usually reopen their own case by replying to the conversation.
Once a case reaches Closed, employees can no longer reopen it. If additional work is required, a Case Manager or Case Administrator may be able to reopen the case, depending on your organization's lifecycle settings.
Special lifecycle actions
Most cases don't require special lifecycle actions. However, Case Managers and Case Administrators can perform additional actions when needed.
| If you need to... | Use... |
| Close a resolved case immediately | Force-close a case |
| Continue work on a closed case | Reopen a case |
| End a case that should no longer continue | Cancel a case |
| Resume work on a canceled case | Restore a canceled case |
These actions are available only in specific lifecycle states and may depend on your permissions.
Lifecycle settings
Your organization controls how the lifecycle behaves.
For example, administrators can configure:
- How long a case remains in Resolved before closing automatically.
- How long closed cases remain eligible for reopening.
- When cases become finalized.
- Notifications and surveys associated with lifecycle changes.
Best practices
- Allow cases to follow the normal lifecycle whenever possible.
- Use special lifecycle actions only when the standard lifecycle doesn't meet your business needs.
- Keep employees informed when a lifecycle action changes the status of their case.
- Create a new case instead of reopening one that has been finalized.