Log a case

The following steps will walk you through how a Method user creates a case. It is also possible for a customer with access to a portal to create their own case, but the workflow is largely the same. Please see the end of this section for details on changes to workflow when a customer creates a case.

All field marked with an asterisk (*) are required.
  1. From your Method dashboard, click New on your Cases App. This opens the New Case screen.
  2. Give the case a descriptive subject.
  3. Include notes about the case in the description field to provide context to your case.
    This field is visible to customers, so make sure your comments are customer-appropriate before saving.
  4. To notify the contact via email when you create the case, check the box.
    Method best practice says you should always notify your customer that their case is being reviewed, which is why this option is checked by default.
  5. Assign a contact to this case by choosing one from the dropdown. If this is a new contact, you can click New Contact to create a new one. The contact’s phone and email will be auto-filled if they are on file.
  6. Assign a Method user and case origin (e.g. phone call) to this case.
  7. Assign a priority (e.g. medium) and type (e.g. problem or question) to this case.
  8. Method automatically creates an activity when a case is created to log the initial interaction, so fill out the activity details. Click here for details.
  9. You can also create and assign a follow-up activity to this case. Click Schedule a follow-up and fill in the activity information as normal.
    Depending on your workflow, you may either assign this activity to yourself (e.g. contact the customer for more information about their problem) or to another Method user (e.g. to a user in the department that usually handles these problems). In this walkthrough, we will assume you are assigning the follow-up to yourself.
  10. By default, the case status is in progress but you can change it using this dropdown. When you are done making your changes, click Save.

Here's what happens when the case is saved:

  • The case is now visible in the active cases view of your Cases List screen.
  • An email is sent to the assigned Method user.
  • The contact also receives an email if that option was chosen. They are given access to their customer portal, where they can view and comment on their case (by filling in the Comment field and clicking Comment).
  • The assigned user receives an email whenever the customer comments.
    • Method automatically creates a web comment activity to log the comment.
    • A follow-up activity assigned to the Method user.
    • These activities are all tracked in the case screen.

The customer can also close the case from this screen. This changes the case status to complete and informs the assigned user by email that the customer wants to abandon the case, or is satisfied with the work done so far.

From this point forward, the workflow of creating a new case depends on the specifics of the case you’re handling. Sometimes a case will be completed in just one interaction, and sometimes it will be an ongoing issue. You can continue to add to a case by choosing it from your active Cases List. Please see Contribute to/close a case for more details.

If a customer creates a case, the user assigned to it receives a notification email informing them the case has been opened. At this point, it will appear in the user's active Cases List, and can be accessed there. Please see the next section for contributing to existing cases.


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