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Managing Cases

Cases provide a handy place to store emails, notes and tasks relating to a specific event or project.

Using cases

Cases are a storage area 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 contribute where necessary.

Linking contacts to cases

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 on the link to open contacts in list. This creates 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.


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

Emailing the contacts linked to cases

You create a list of all contacts in the Case by clicking the link to open contacts in list, then click the Email button at the top of the list:

Adding emails to cases

When you have added a note or an email to a contact in Capsule you can move it from the history of the contact to a case that is linked to the contact instead:

  • Find the note or email on the contact’s history, use the downwards pointing arrow next to the date stamp and use the option to Edit
  • Click on the dropdown list Linked to in the bottom right corner of the note/email
  • Select the case and save

Capsule will move the email from the contact history to the case history.

An email can also be attached directly to a Case via the drop box:

  • Each case has its own drop box address. Next to the case name, use the Actions menu and click the option to Attach an email
  • Copy the drop box address and add to your email drop box address for case


If you’re using Office365 of then you might have problems using a plus (+) sign in the email address. You can then replace it with a minus (-) sign instead and it will work just the same.

Case reporting

Capsule has a number of standard lists you can access by clicking Cases Saved Lists:

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 follow-up list for all your cases that have not been updated in the last 30 days:

You can save this list by clicking on Save List underneath the list filters.

This list becomes available on the dropdown of Saved Lists:

Editing and deleting cases

Editing a case

Over the lifetime of a case you may find that you need to update details such as the case description or the owner of a case.

To make these changes you need to Edit the case. You edit a case by using the Edit button next to the case name.


Tasks already on the case will not automatically be re-assigned when you change the owner of the case. If you need to re-assign the tasks you will need to do this manually.

Deleting a case

You delete a case by using the Actions menu next to the case name > Delete.

When you delete a case all its history is removed from Capsule. If you want to keep the case history then you should use the Close Case button rather than delete.


Deleted cases are kept in the trash for 30 days before they are permanently deleted. Within that time the Super Administrator has the option to restore them. Read more here.

Linking a case to an opportunity

If you manage your post-sale process using cases in Capsule, you can create a link between a case and the relevant opportunity. To do this use the Actions menu next to the case name > Link Opportunity.

In the search field enter the name of the opportunity or the primary contact for an opportunity, then click Link.

Now when viewing the case, details of the linked opportunity can be seen on the left hand side of the case view.

When looking at an opportunity all linked cases will be listed under the Cases tab.


You can also create a new linked case directly from an opportunity.

Closing cases

You close a case by clicking the Close Case button at the top of the case summary.

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.

You can re-open the case by using the same button which will now say Re-Open Case.

Finding closed cases

The case remains on the history for all linked contacts:

Capsule has a number of standard closed case lists you can access by going to Cases Saved Lists:

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

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

  1. Go to the Account Settings Custom Fields switch to the cases tab Add New Generated Link:
  2. The link needs to include the UPS tracking url, replacing the tracking number with {custom[UPS Tracking No]} and looking like this:{custom[UPS Tracking No]}&track.x=0
  3. Create a text field for the UPS tracking number:


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: