Case Priority
Connected to the same project, people, permissions, and AI context.
Operations
Support Case Desk for Small Teams
Track support cases with statuses, priorities, assignees and internal notes, linked to the customer. Cases can also open from a public form.
Unified Organization & Productivity
Internal Notes
Connected to the same project, people, permissions, and AI context.
Resolution and History
Connected to the same project, people, permissions, and AI context.
Cases From Forms
Connected to the same project, people, permissions, and AI context.
Atty can pull up any case with its details and draft a new case or an update, such as a status change or resolution note. Every change waits for your approval.
Connected to the same project, people, permissions, and AI context.
Working guide
A ticketing system for customer support records each request as a case with a status, a priority and one or more owners, so requests do not sit in personal inboxes. Close-out is where the learning happens, because a resolution summary and a root cause on every solved case show what went wrong. This desk has no customer portal, email inbox or SLA timers, so decide first how customers will send their requests.
What people search
Ticketing system: 1,900 average monthly searches.Google Ads Keyword Planner · 2026-10-09 · United States
Workflow map
From a customer request to a closed case
| Job | App | What it does here |
|---|---|---|
| Open the case | Customer Care | Create a case with a title, a category and the linked customer record. A public request form can also open one case for each submission, and that case appears once the scheduled job processes the submission, which runs hourly in production. |
| Set priority and owners | Customer Care | Rate the case from 1 to 6 and assign one or more teammates. The priority tells the team what to answer first. After a case is created, nothing raises or lowers its priority automatically, so review the open cases on a regular schedule. |
| Move the case through statuses | Customer Care | Set New, Triage, Assigned, In Progress, Escalated, Pending, Solved or Closed to show where the case stands. Use Pending while you wait for the customer and Escalated when a senior person must decide, so the status tells the story. |
| Write internal notes | Customer Care | Add notes and files that only your team sees, such as what you already tried. Customers have no view of their cases, so answer the customer directly and record the answer in an internal note. |
| Close with a resolution | Customer Care | Solving a case asks for a resolution summary and one root cause: User Error, Software Bug, Process Failure, Data Issue, Third Party or Other. Choose Other only when none of the others fits, and explain it in the summary. |
| Check the change history | Customer Care | Each field change, such as a status or priority change, is kept with the person who made it and the time it happened. Use the history to see how long a case waited in each status before someone acted on it. |
In practice
A support week with a visible queue
Monday · sort the queue
The support lead reads every case still in New or Triage and sets a priority from 1 to 6. A case with no clear owner goes to the teammate who handled the same category last time.
Customer CareTuesday · ask for the invoice
A billing dispute needs the invoice history before anyone replies. The agent writes an internal note listing what was checked, then moves the case to Pending while the customer finds the original document and the payment date.
Customer CareWednesday · escalate a stalled case
A repair case has waited two weeks for a supplier. The agent sets the status to Escalated and assigns the operations manager, who decides the next step for the customer and writes it down in an internal note.
Customer CareThursday · sort form cases
Requests from the public form have become cases once the scheduled job has run. The team sorts the new cases by priority and answers the urgent ones first, instead of working through them in the order they arrived.
Customer CareFriday · record the causes
Every solved case carries a resolution summary and a root cause. At the end of the week the lead reads the Process Failure entries, because repeated ones point to a process that needs changing. The lead then names one fix for the most common cause and gives it an owner.
Customer Care
Start here
Request forms and answers that shape cases
Customer complaint form
Decide which facts a complaint must capture so the case can be reviewed without a second call.
Warranty claim form
Decide which proof and fault details a warranty case needs before it is assigned to a technician.
Support ticket form
Decide what a request must include so the first reply can set the case priority.
FAQ page
Decide which repeated questions belong on a public answer page, so cases can focus on exceptions.
Customer feedback survey
Decide what to ask after a case closes, so the feedback points to the step that failed.
Mistakes to avoid
Three habits that make a case queue misleading
Marking everything priority 1
When every case is urgent, the priority stops helping the team choose what to answer first. Base the number on the customer's impact and the deadline, and keep 1 for work that stops the customer completely.
Leaving the root cause on its default
The resolution dialog starts the root cause at Other. A solved case that keeps that default gives the review nothing to count, so pick the cause you actually found, and use Other only when none of the listed causes fits.
Expecting a timer to escalate
Escalated is a status you set by hand. The desk has no SLA timers and no automatic escalation, so review New and Assigned cases on a fixed schedule instead of waiting for an alarm to tell you one has stalled.
Working checklist
Before a case is assigned and before it closes
Open the case
- The title states the customer's problem in one line.
- The customer record is linked, not typed in again.
- A priority from 1 to 6 and one owner are set.
Close the case
- Internal notes show what was tried and what the customer was told.
- The resolution summary explains what fixed the problem.
- The root cause is chosen, with Other explained when it is used.
What this agreement means
What the Customer Care desk does
- Customer Care tracks support cases through eight statuses, from New to Closed, with priorities from 1 to 6.
- Cases link to a customer record and carry categories, assignees, internal notes and attachments.
- Solving a case asks for a resolution summary and a root cause, and every field change stays in the history.
- A public form can open a case for each submission once the scheduled job processes it.
- Customers cannot see their cases, and the desk has no portal, email inbox or SLA timers.
Feature evidence: the case types and statuses, the resolution dialog, the case form and the form intake job. Atty can draft a case or a status update, and each change waits for your approval.
Frequently asked questions
Is a ticketing system the same as a help desk?
Not in this app. Customer Care is an internal case desk with statuses, priorities and resolutions. It has no customer portal and no email inbox, so customers do not log in to follow a request.
Can a form open a support case automatically?
Yes. A public form can open one case for each submission. The case appears after the scheduled job processes the submission, which runs hourly in production, so allow for that delay before you look for the case.
Is there a deadline or an SLA timer on cases?
No. The desk has no SLA timers and no automatic escalation. Set the response time your team can keep, and review open cases against it on a fixed schedule.
Can AI draft case updates?
Atty can draft a case or a status update in chat, and it can look up a case with its details. Every change waits for your approval, so a person decides what the customer reads.
More references for this work
Customer Feedback Survey
Plan the questions and review process for customer feedback survey.
Customer Complaint Form
Plan the questions and review process for customer complaint form.
Return Authorization (RMA)
Plan the questions and review process for return authorization (rma).
Service Cancellation
Plan the questions and review process for service cancellation.
General Contact Us
Plan the questions and review process for general contact us.
