Case systems overview

Updated 6 months ago by Arjun

In a workflow, ‘work’ flows from start to finish through a path. Something that’s not begun at the start of the path gets done by the end of it. The path your work takes can sometimes be less-structured in nature. It might require some amount of research and collaboration. Such work items that are investigative in nature are called cases.

Case management involves building and managing a set of tools, in other words a case system, using which investigative work or requests can be monitored and progressed to find effective resolutions. Case systems help you manage highly adaptable workflows that involve interactions between people and information. Similar to other flows, a form stores the data for an item and all steps.

An example of a case system could be a help desk for your business. Tickets raised in the help desk become cases or items. As a flow admin, you can create tickets, set custom statuses, assign tickets to the right workers, and collaborate to resolve them. Similarly, a case can also be a bug, issue, service request, or an incident, depending on how a case system is set up.

Features

Here’s an overview of all that you can do using case systems in Kissflow:

  • Build custom workflows to create, collaborate, and resolve cases.
  • Create custom forms with advanced fields that support conditional visibility, validations, and expressions.
  • Configure and manage custom statuses for workflows.
  • Navigate between cases with ease using list and board views.
  • Collaborate with other members on cases using notes.
  • View case transitions and activity logs for better management of priority cases.
  • Use default and custom filters that support advanced querying to easily retrieve specific cases.
  • Control access and permissions using default roles provided by the system.
  • Manage notifications that are displayed for any changes made to the system.
  • Generate custom reports to derive insights from your workflow.
  • Integrate your case system with other flows or third-party applications to create advanced workflows.

Common use cases

Here are some common use cases for case systems:

  • Support requests
  • Incident management
  • Service requests
  • Bug tracking
  • Help desk
  • Sales pipeline
  • Customer onboarding
  • HR help desk
  • Facility service requests


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