Managing Cases

Case detail view

Opening a case shows two panels:

Left panel — the message thread

• All messages in the case, oldest first
• Customer messages have a neutral background
• Agent messages have a blue tint
• Internal notes have a yellow border and an "Internal" badge — these are not visible to the customer
• Any file attachments are shown as download links below the message body

Right panel — case information

• Customer name and email
• Category
• Summary (if set)
• Assigned agent
• Status selector

Sending a reply

Type your reply in the text area at the bottom of the left panel and click Send Reply.

The reply will be sent to the customer by email and added to the message thread.

Internal notes

Toggle the Internal button before sending to make the message an internal note. Internal notes are visible to agents only and are highlighted in yellow in the thread. Use these for handoff notes, escalation context, or anything you do not want the customer to see.

Attaching files

Click the Attach button to upload one or more files to your reply. Attached files are uploaded to the case folder in storage and included as download links in the message.

To remove a file before sending, click the × next to the filename in the attachment list.

Updating status

Use the Status dropdown in the right panel and click Save to change the case status. A toast notification confirms the update.

Common workflows:

• Set to In Progress when you start working on a case
• Set to Pending when you have replied and are waiting on the customer
• Set to Resolved once the issue is fixed — the customer should receive a closure email