Manage who a case is for, who owns it, who stays informed, and who can help resolve it.
A case can include several people with different roles. Some own or work the case, while others follow its progress or contribute to resolving it.
Use the Case team tab and case header to update people as work progresses.
Understand case roles
Each person on a case has a specific role.
| Role | Purpose |
| Raised for | The employee the case is about. |
| Raised by | The person who created the case. |
| CC | Someone who receives updates and can follow the case. |
| Team | The team responsible for resolving the case. |
| Assignee | The agent currently working the case. |
| Collaborator | Someone invited to help with a specific case. |
Each role provides different levels of access and different notifications.
Change who the case is for
Update the employee the case relates to or manage the CC list.
- Open the case.
- In the case header, select Raised for or CCs.
- Make your changes.
- Select Save.
You can:
- Change the employee the case is raised for.
- Add CCs.
- Remove CCs.
When a case is raised on someone else's behalf, the Raised by person remains associated with the case and can't be removed.
Change the team or assignee
Move ownership when another team or agent should work the case.
- Open the Case team tab.
- Select the appropriate Team.
- Select an Assignee, or leave the case unassigned.
- Save your changes.
Select the team before assigning an agent. Changing the team may clear the current assignee if they aren't a member of the new team.
Reassigning automatically notifies the previous and new assignees.
Add collaborators
Invite another HR colleague to help with a case without making them part of the owning team.
- Open Case team.
- Select Add collaborator.
- Search for the person.
- Choose a permission level.
- Select Save.
| Collaborator | Can |
| Viewer | View the case and conversation. |
| Contributor | View the case and add internal notes. |
Collaborators can't:
- Send public updates
- Change ownership
- Edit case fields.
To remove a collaborator, select Remove next to their name.
Understand who can see what
Different people see different versions of the case.
| Person | Access |
| Raised for | Can view and reply in the employee portal. |
| Raised by | Can follow cases they created on someone else's behalf. |
| CC | Can view the case in the CC'd tab of the employee portal. |
| Collaborator | Can access only the cases they've been invited to. |
| Assignee | Full agent workspace access for the assigned case. |
Employees never see:
- Internal notes
- AI conversations
- Service-level metrics
- Triage information.
Consider privacy
Only invite people who need access to the case.
CCs receive employee-facing access and may see masked versions of sensitive information in previews.
Collaborators receive agent-level access to the case and can view the full case information available to their permission level.
What happens after changes?
Changing people on a case automatically updates access and notifications.
For example:
| Change | Notification |
| Add or remove a CC | The affected person is notified. |
| Add or remove a collaborator | The collaborator is notified. |
| Change the assignee | Previous and new assignees are notified. |
| Change the team | Team Managers receive assignment notifications, depending on notification settings. |
Merge duplicate cases
When you merge duplicate cases, you can choose which people move to the primary case.
You can keep:
- CCs
- Collaborators
- The employee the case is raised for
- The person who raised the case.
Review the list before completing the merge.
For more information, see Merge duplicate cases.