Cases home

Viewing cases  

The cases home provides a complete view of all open cases by default. Users triaging cases will start in the cases home within their assigned team. See default and saved case views within your team navigation bar under Cases. Select the default case view assigned to me to quickly filter for cases assigned to your user, or create a custom saved view, which will appear below assigned to me for efficent case review. To create a custom saved view, select the bookmark icon next to your applied case filters; case views are visible by all members of a team with access to cases.

Filter cases 

You can filter cases by any of the below items. Multiple filters can be applied at once.

  • Search: search against case name, description and ID.

  • Tags: select the tags associated with the cases you’d like to see

  • Assignee: filter for cases assigned to a person or cases that are currently unassigned

  • Priority: view only cases set with a specific priority

  • Status: view only open or closed cases

  • Metadata: filter for a specific key-value metadata pair

  • Record: filter for cases with a specific record value

  • Author: filter for cases created by a specific user

  • Date: filter for cases created during a specified date range

Sort cases 

You can sort cases by any of the below attributes:

  • Activity (newest first)

  • Activity (oldest first)

  • Opened (newest first)

  • Opened (oldest first)

  • Priority (low to high)

  • Priority (high to low)

Bulk actions on cases  

From the cases home, users can apply the below actions to bulk selected cases:

  • Mark as done or undone

  • Set priority

  • Add or remove assignees

  • Add or remove tags

  • Add a comment

  • Export as csv

Export cases as csv 

While you can export individual cases as pdfs, you can export filtered lists of cases as csvs. After applying your desired filters, select the kebab menu next to the number of cases and select Export as CSV.

The export details will be emailed to you with the following case attributes: case ID, name, status, severity, tags, team, opened at, resolved at, opened by, metadata, and assignees.

Case webhook notifications  

Cases notifications are managed using webhooks. A webhook event will occur for any audit log events related to cases, including case creation, comments, file attachments, tag updates, and case updates.

You can configure a webhook notification endpoint for your team by opening the Team notification settings and configuring a webhook for cases.


Updating case webhook notification version

The following payload key changes should be made to any stories recieving the case notifications webhook:

  • The team_case key is now case 

  • Within this case  object the linked_team_cases key is now linked_cases

  • The team_case_action key (an item of timeline activity on the case) is now activity 

  • Within this activity object the action key is now activity_type

Once these changes have been made the case webhook notification version can be updated by selecting the checkbox to update the webhook version and saving the changes within the team notification settings.

Keyboard shortcuts 

Press Shift+K to view the full list of keyboard shortcuts for cases.

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