The Case Management area provides built-in list views, plus any custom views your account adds. Each shows a table of cases — one row per case — with key fields as columns and quick actions on each row.
The built-in views
- All Cases — every case you have access to.
- New Cases — cases at the New status.
- In Progress Cases — cases currently being worked on.
- Closed Cases — cases that have been resolved and closed.
Your account can also add custom views alongside these — saved views with their own default filters, extra columns from your case custom fields, and their own permissions. Select a view in the Case Management section of the Action Centre to show that set of cases. For how to build and manage one, see Custom case views in the Action Centre (Document ID: 420).
Table columns
Each view displays a row per case with the following columns:
- Title — the case name.
- Description — a short summary of the case.
- Type — the case tags applied to the case.
- Status — the case's status, such as New, In Progress, Closed, or a status your account has added.
- Date — the case date.
- Created by — the SwiftFox user who created the case.
- Contact record — the people and organisations the case is related to.
- Assigned to — the SwiftFox user the case is assigned to.
- Last contacted — the most recent contact date recorded on the case.
- Attachments — documents attached to the case.
A view can also show extra columns from your case custom fields, to the right of these.
Toolbar
The toolbar above the table lets you Create Case, Search, Filter, Sort, pin columns, hide columns and Export. At the right of the column headings are controls to refresh the data and to toggle full screen.
Opening a case
Click a case row to open the case drawer. It has four tabs:
- Case — the case details, with an Edit button.
- Post — the case's posts, and where you add new ones. See Posts inside a case (incl. Outlook plugin upload) (Document ID: 165).
- Tasks — the case's tasks, and where you add new ones. See Tasks inside a case (Document ID: 173).
- Comments — discussion on the case. Type in the Add a comment and/or tag people with @ box to add a comment.
Row quick actions
At the right-hand side of each row are icons for the case's Posts, Tasks and Comments. Each icon shows a count when the case has items of that kind. Clicking an icon opens the case drawer directly on that tab.
The ⋮ menu at the end of the row offers:
- View — open the case.
- Sharing permissions — change who can access the case. See Case sharing permissions & inheritance to posts (Document ID: 171).
- Delete — delete the case.
Related guides
- Creating a case (fields, Related To, case tags) (Document ID: 172)
- Managing case statuses (Document ID: 375)
- Case management — Workflows: step-by-step (Document ID: 163)