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Adding Cases

How to add a Case

All users are able to add Cases to Capsule, and there are several different ways of doing this.

  • Using the Add new button found in the top menu bar

  • From the Cases page you’ll find a dedicated button to Add Case

  • Using the Actions menu on a contact you’ll find the option to Add a Case for that specific contact.

  • Using the Mail Drop Box to automatically create a Case when sending/forwarding an email.

How to create Cases via the Mail Drop Box

You might like to create a new Case as soon as you send an email or receive an initial enquiry regarding a project. Capsule makes it easy to create a brand new Case directly from your email inbox using the Mail Drop Box.

Capsule will create a new Case linked to the contact that the email has been sent to/received from, using the email subject as the name of the Case and the email is automatically attached to that new Case. When forwarding an email to your Capsule account, you can create a brand new Case by replacing dropbox@ with case@.

It will look something like this: case@12345678.examplecompany.capsulecrm.com

The Capsule user forwarding the email will be set as the Case Owner.

Who is responsible for a Case?

By default, when you add a new Case it will be assigned to you (Case Owner). You can reassign it at any time to another user. The Owner is responsible for the Case and by default will be assigned any Tasks and Tracks created.

Owner & Team drop down with options to select 'assign to' owner/team/me

On the Teams Plan you can assign ownership of a Case to:

  • User only - All tasks default to this user.
  • Team only - All tasks default to the user adding them.
  • User within a Team - All tasks default to this user.

How to assign multiple Cases to a User or Team

Administrators can reassign Cases to another User/Team in bulk from the Cases page. To do that:

  1. Go to the Cases page
  2. Filter or use the checkboxes to select the Cases you would like to reassign
  3. Once happy with the selection, click the ‘Assign’ button
  4. Select to assign the Case to another Owner or Team.
Bulk selecting cases and selecting an owner

How to add Contacts to a Case

For every Case you will need to select a primary Contact. Any note or email activity logged against the Case will also be displayed on their contact record. Read more on logging activity on your Cases here.

Editing a case with option to type in, find and add additional contacts

As well as the primary Contact, you can choose to link additional contacts to the Case. These contacts will be detailed on the left hand side of the Case and can easily be accessed as a list. The Case will also be listed under the ‘Cases’ tab on their contact record. Any activity logged on the Case such as emails or notes will not be displayed on the additional contact records.

A list of cases on the contact in Capsule