Case management — Overview

Case Management centralises all the back-and-forth for a single issue or interaction into one place. Each case brings together notes, documents, emails (captured as Posts), Tasks, comments, and the case's own details, so the full history of an interaction lives in one timeline rather than being scattered across the account.

What a case is

A case is a container that consolidates everything related to one issue or interaction:

• Posts — notes and emails with attachments, including contact tags and post tags.
• Tasks — actions assigned to a SwiftFox user or team and linked back to the case.
• Comments — discussion against the case.
• Case details — the case's information (name, description, tags, status, date, related contacts, assigned user, and any custom fields).

Where you access cases

You can reach cases from two places:

• A person or organisation profile — to see the cases that contact is involved in, via the Cases tab on the profile.
• The account-wide Case Management area — which shows every case you have access to. Case Management is an Action Centre: you can open it from Action Centre, and it can also be configured to appear as its own item in the left-hand menu. It works the same way in both locations.

Built-in list views

The Case Management area provides built-in views — All Cases, New Cases, In Progress Cases and Closed Cases — and you can add your own custom views. Each view displays a table of cases, one row per case, with key fields and quick actions to open Posts, Tasks and Comments directly from the row.

Why it is useful

• A single, chronological hub per case keeps notes, documents, emails, tasks and comments together.
• Quick actions let you jump straight from a case row into its Posts, Tasks or Comments.
• Cases can relate to any number of Contacts (people and organisations) and automatically appear on those profiles.
• Sharing permissions set on the case flow down to everything created inside it, keeping sensitive interactions restricted to the right users, groups and circles.