What are cases?

They are a storage bin for everything that can happen for a particular event. It could be something simple and reasonably short-term like a customer enquiry, or it could be long and involved like preparing for a stall at a trade show.

It holds all the relevant information, tasks and history in a common place so everyone can see it, and where necessary contribute.

How do I link contacts to a case and how do I create a list of these contacts?

The case is linked to a primary contact as well as additional contacts you have added to the contact list:

You create a list of these contacts by clicking open contacts in list. This saves a system list for this case's contacts:

You can use this list to carry out a number of actions including sending a bulk email, tagging or exporting these contacts.

Note: Capsule will automatically update this contact list as you edit the contacts on the case.

How do I send an email to all contacts linked to a case?

You create a list of all contacts in the Case by clicking the Open contacts in list, then click Email button found on the right hand side of the screen:

How do I save an email to a case?

You can move an email from the history of a contact to a case:

• find the email on the contact's history and click edit
• click on the dropdown list Linked to in the top right corner of the email



• select the case and save

Capsule moves the email from the contact history to the case history.

How do I get a list of my cases?

Capsule has a number of standard lists you can access by clicking Cases > List:

You decide how you would like to use this list. For example, you may want to export the list or tag all these cases.

Instead of a standard list, you may wish to create your own list. For example, creating a followup list for all my cases that have not been updated in the last 30 days:

You can save this list by clicking on Save List on the right hand side of the window:

This list becomes available on the dropdown of Saved Lists:

How do I assign the case to someone else?

You click on Case > Edit, select the new owner and save.

There is no automatic update of tasks to the new owner. You can also manually re-assign these if required.

How do I close a case?

You cancel the case by clicking in the edit button and entering the close date.

When you close the case:

• Capsule will remove open tasks (individual and in tracks) from todo lists.
• if you have created a case contact list, Capsule will close it.

How do I find a closed case?

The case remains on the history for all linked contacts:

Capsule has a number of standard closed case lists you can access by clicking Cases > List:

If you want to filter the list differently, create your own list.

How do I include a generated link to a tracking system or other external system?

Using two custom fields, you can set up Capsule to link to tracking or other external systems. This example is for tracking a UPS parcel.

To set up, click on Settings > Custom Fields for Cases, then:

• create a generated link field



The link includes the UPS tracking url, replacing the tracking number with {custom[UPS Tracking No]} and looking like this:

http://wwwapps.ups.com/WebTracking/processInputRequest?InquiryNumber1={custom[UPS Tracking No]}&track.x=0

• create a text field for the UPS tracking number:



IMPORTANT: The text field name must match. In this example, the text field was called "UPS Tracking No" and the link definition had the following in it ={custom[UPS Tracking No]} You can rename these, but they have to match.

Now, when you add a number to the UPS Tracking No field in a case, Capsule automatically displays Go to UPS Tracking. Click on this and you auto-link to UPS tracking for this parcel: