There are two ways into Case Management. Both open the same cases and let you create new ones — they simply differ in scope.
1. The account-wide Case Management area
The Case Management area is the account-wide entry point. It shows all cases you have access to, across every contact, in the built-in list views (All Cases, New Cases, In Progress Cases and Closed Cases), plus any custom views your account has added.
Case Management is an Action Centre. You can reach it in two ways, and it behaves identically in both:
- From the Action Centre in the left-hand menu, select Case Management, then choose a view (for example All Cases).
- If your account has configured it, Case Management appears as its own item directly in the left-hand menu.
This is a customisable area, so where it sits in your menu can vary between accounts.
2. The Cases tab on a contact profile
Every person and organisation profile has a Cases tab. This is the contact-specific entry point: it shows only the cases that the contact is involved in.
To open it:
- Open a person or organisation profile.
- Go to the Cases tab.
From here you can review the contact's cases and create a new case that is already related to that contact.
Which entry point to use
- Use the Case Management area when you want to work across all cases, triage by status, or find a case without first knowing the contact.
- Use the profile Cases tab when you are working from a specific person or organisation and want to see or add cases for them.
A case created from either entry point appears in both places: it is listed in the Case Management table and on the Cases tab of every contact it is related to.