FAQs - case systems

Updated 11 months ago by Arjun

Can I handle multiple use cases, such as issue tracking, help desk, service requests using case management in Kissflow?

Absolutely. Kissflow’s case management system helps you build workflows, to manage use cases such as issue tracking, bug tracking, help desks, service requests, ticketing systems, and more - all on a single platform.

There are a few case systems that I frequently use. How can I quickly access them without having to use the explorer?

You can add to them your favorite flows. On the case system page, click the icon next to case system name. After favoriting a case system, you can quickly access them from the top navigation bar on your home page.

I’d like to add custom statuses to my workflow. Is that possible? 

Of course! Add any number of custom statuses that are relevant to your workflow in Settings. However, do note that they can only be added under the In progress category.

What happens when I rename a custom status?

When you rename a custom status, the new name is applied across the case system. Cases that are currently assigned to this status will show the new name.

I no longer need one of the statuses in my workflow. Can I delete it? 

You can delete custom statuses you created. However, you can’t delete a status if there are cases assigned to it. You must first change the status for these cases before you can delete the status.

Can I customize the case form? If so, how?

Sure. You can customize the default form so that it captures information that is relevant to your workflow. The form editor is very easy to use. Drag and drop fields or add new sections and tables according to your workflow’s requirements.

I no longer want priority for my case system, as this field is not applicable to my use case. What do I do? 

If you don’t want to use priority for your case system, you can always turn it off in settings. You can do this even if priority was used earlier to create cases or other features such as filters.

Can I create custom filters to track certain cases on a frequent basis?

Sure. Use Filters on the case system page to create all kinds of customized filters. All custom filters can be saved for future reuse. They will appear in the Quick filters dropdown. 

I can see that cases can be retrieved using different options such as ‘created by me’ and ‘requested by me'. Aren’t these the same?

Not quite. The view Created by me lists all the cases you have created in the system. Whereas, the quick filter Requested by me, lists cases that you have requested but may not have necessarily created. For example, if you are using a case system as a help desk,  you would often ‘create’ requests that were ‘requested’ by a customer. 

I want to find out the time spent on each status in a case. How can I do that? 

We’ve introduced a tab named Transitions inside a case form. All the status changes for a  case are captured here. More importantly, you can view the amount of time a case has spent in a status.

Where can I find a history of actions performed for a case?

The Activity tab inside a case form. Open this tab to view a history of all important actions performed for it, such as changes made to values in system fields.

How do I determine the resolution time of a case? 

This is possible for any case that is in the Resolved or Closed status. Open any case that is resolved or closed and you can view the resolution time under the Requester field on the right panel.

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