Knowledgebase articles
- Welcome to the Knowledge Base
- Introduction
- Training
- Getting Started
- Preferences
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- Cases
- Importing Data
- Leads
- Marketing
- Introduction to Marketing
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- Products
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- Upload Library
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- Event Management
- Compliance Records
- Spotler Integration
- What is Spotler?
- Navigating your Spotler homepage
- GatorMail
- GatorLeads / Web Insights
- Tracking Code
- Setting up the Plugin
- Viewing Web Insights Data on your Form Layouts
- Domain Names and Online Activities
- Reporting incorrect Leads created through Web Insights
- Reporting on Web Insights data
- Using UTM Values
- Why aren’t Online Activities being created in the database?
- Why is GatorLeads recording online activities in a foreign language?
- GatorSurvey
- GatorWorkflow
- GatorPopup
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- Creditsafe Integration
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- Introduction to Zapier
- Available Triggers and Actions
- Linking your Workbooks Account to Zapier
- Setting up Zaps
- Posted Invoices to Xero Invoices
- Xero payments to Workbooks Tasks
- New Case to Google Drive folder
- New Case to Basecamp Project
- New Workbooks Case to JIRA Ticket
- Jira Issue to new Case
- 123FormBuilder Form Entry to Case
- Eventbrite Attendee to Sales Lead and Task
- Facebook Ad Leads to Sales Leads
- Wufoo Form Entry to Sales Lead
- Posted Credit Note to Task
- QuickBooks Online
- Survey Monkey responses to Tasks
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- Microsoft Office
- Outreach
- Installation
- Outreach Authentication
- Sync People to Outreach Prospects
- Sync Organisations to Outreach Accounts
- Sync Workbooks Opportunities to Outreach
- Sync Tasks/Activities from Workbooks to Outreach
- Sync Outreach Sequences to Workbooks
- Sync Outreach Sequence States to Workbooks
- Sync Outreach Sequence Step Numbers to Workbooks
- Sync Prospects/Accounts/Opportunities from Outreach to Workbooks
- Sync Outreach Tasks/Calls/Meetings to Workbooks
- Scribe/Workbooks Connector
- RingCentral
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- Comments
- People & Organisations
- Reporting
- Introduction to Reporting
- Using Reports
- Introduction to Charts
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- Advanced Reporting
- Report Snapshots
- Dashboards
- Transaction Documents
- Introduction to Transaction Documents
- Displaying & Adding Transaction Documents
- Copying Transaction Documents
- Transaction Documents Fields Help
- Transaction Documents Line Items Help
- Printing & Sending Transaction Documents
- Managing Transaction Document Currencies
- Managing Transaction Document Statuses
- Setting a Blank Default Currency on Transaction Documents
- Credit Notes
- Customer Orders
- Invoices
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- Contract Management
- Sagelink
- Introduction to Transaction Documents
- Auditing
- Configuration
- Introduction to System Administration
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- Creating & Modifying Picklists
- Theme
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- Report-based Custom Fields
- Linked Fields & Reference Fields
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- Customising relationships between parties
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- Custom Records
- Sign In Customisation
- Automation
- Contact Support
- Releases & Roadmap
Introduction to Cases
Last updated : 3rd December 2010
Cases can be used to track Support Queries, Complaints, or Projects
Workbooks enables you to create Cases for support tickets and projects. When logging a Case, you can prioritise by urgency and track progress. This will allow you to manage the support team’s time effectively and highlight any customer service or support issues. Cases generated by Email to Case, Web2Case or the Case Portal will automatically appear in Workbooks.
In Cases, you can:
- Assign to Queues.
- Associate People & Organisations and define their relationship with the Case.
- Lookup customer Contracts to check eligibility for support.
- Record Emails against a Case.
- Use Email Templates to respond quickly to common questions and update customers about Case progress.
- Store Notes and Activities.
- View Case history in the Summary tab.
- Link other Related Items such as Orders, Invoices or Opportunities.
- Watch Cases that aren’t assigned to you, so you can view how a Case is progressing.
- Classify the Case resolution type in the Resolution Information section. You can then run Reports by Resolution Status to build up your understanding of your customers’ problems.