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 place 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. When you open a case, its drawer has four tabs:
- Case — the case's details: name, tags, description, related contacts, date, status, who it is assigned to, last contacted date, attachments and any custom fields.
- Post — notes and emails with attachments, contact tags and post tags, forming the case's timeline.
- Tasks — actions assigned to a SwiftFox user or team and linked back to the case.
- Comments — discussion on the case, with @ to tag colleagues.
Where you access cases
You can reach cases from two places:
- A person or organisation profile — the Cases tab shows the cases that contact is related to.
- The account-wide Case Management area, which shows every case you have access to. Case Management is part of the Action Centre: you open it from Action Centre in the left-hand menu, and your account can also place it in its own area so it appears as its own item in the left-hand menu. It works the same way in both locations.
Full detail: Case entry points (Case Management area vs profile Cases tab) (Document ID: 169)
Built-in list views
The Case Management area provides built-in views — All Cases, New Cases, In Progress Cases and Closed Cases — and your account can add its own custom views. Each view displays a table of cases, one row per case, with quick actions to open a case's Posts, Tasks and Comments directly from the row.
Full detail: Case list views & columns (Document ID: 164) and Custom case views in the Action Centre (Document ID: 420)
How it is set up
Your account configures the building blocks of Case Management in Settings:
- Case tags — Case tags setup (Document ID: 166)
- Case statuses — Managing case statuses (Document ID: 375)
- Case custom fields — Custom fields on cases (Document ID: 374)
Why it is useful
- One 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 the posts created inside it, keeping sensitive interactions restricted to the right users, groups and circles. Tasks keep their own permissions, so restrict them separately — see Case sharing permissions & inheritance to posts (Document ID: 171).
Getting started
For step-by-step procedures, see Case management — Workflows: step-by-step (Document ID: 163). Common questions are answered in Case management — Frequently asked questions (Document ID: 174), and limitations in Case management — Limitations & best practice (Document ID: 167).