Managing case statuses

Case statuses define where a case is up to in its lifecycle. They are used throughout the Case Management feature for tracking progress, filtering, and organising cases across your account. The Cases settings area lets administrators view, create, edit, and remove the statuses available on cases, and assign each one a colour for quick identification. This settings area sits under Features within the main Settings page and applies specifically to the Case Management feature.

What case statuses are used for

• View all existing case statuses used across the account.
• Create new custom case statuses to match your internal workflows.
• Edit existing case statuses.
• Remove case statuses that are no longer needed.
• Assign visual colours to statuses for quick identification.
• Mark statuses as default system statuses.
• Improve filtering and visibility of case progress.

Where to manage case statuses

Case statuses are managed in the Cases area under Features within the SwiftFox Settings page:

1. Navigate to the Settings page in SwiftFox.
2. Open Features and select Cases.

From here you can see every status currently in use and make changes.

Adding a new case status

1. Navigate to the Settings page in SwiftFox.
2. Open the Cases settings area.
3. Select the Add status button at the top of the page.
4. Enter the case status label.
5. Choose whether the status is a default status.
6. Select a colour for the case status icon.
7. Select Save to create the new status.

The new status becomes available to apply to cases and to filter by in the case list.

Editing or removing an existing case status

1. Navigate to the Settings page.
2. Open the Cases settings area.
3. Locate the case status you want to change.
4. Select the Edit icon on the far right-hand side of the status row.
5. Update the status label if required.
6. Make changes to the default status settings if applicable.
7. Delete the status if it is no longer required.
8. Save changes to apply the update.

How case statuses relate to the rest of Case Management

• Progress tracking — statuses show where each case is currently up to and help track progress across the case lifecycle.
• Filtering the case list — statuses are used to filter cases when viewing the case list, and underpin the built-in views such as New, In Progress and Closed.
• Granular tracking — custom statuses let you track cases beyond standard options such as New, In Progress, Open or Closed.
• Quick scanning — the colour assigned to each status appears as the status icon, making case states easy to identify at a glance.

Frequently asked questions

What are case statuses used for?

Case statuses show where a case is currently up to and help track progress across the case lifecycle.

Can I create my own case statuses?

Yes. You can add custom case statuses to better reflect your internal workflows.

Can I change the colour of a case status?

Yes. Each status can be assigned a colour that appears as the status icon.

Can existing statuses be edited or deleted?

Yes. Existing case statuses can be edited or removed using the Edit option in the Cases settings area.

Where do I manage case statuses?

Case statuses are managed in the Cases section within the SwiftFox Settings page.