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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.

When adding a Case you will see standard and Custom Fields. If there is a piece of information that’s important to record against Cases but that there isn’t a Custom Field for, contact an Administrator on the account. They can follow the steps to add a Custom Field from the Account Settings .

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

If the contact doesn’t already exist, Capsule will create a new one.

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.

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.

When using ‘Assign to an owner’ - If the owner you choose belongs to multiple teams you can choose which of their teams you want to include.

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.

There is no way to undo assigning Cases in bulk. It is important to check the number of Cases being reassigned and make the change with care.

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.

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.

All linked contacts can be viewed in a list by clicking the Open as List icon on the left hand side of the Case.

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