Managing Customer Cases
Scenario: Your customer support team receives 200+ requests per week across multiple channels. You need to capture them consistently, get them to the right person, and track progress until resolution.
The Problem
Before Avikto, your team faced:
- Inconsistent capture: Some requests came in via email, others via phone calls, others via your website. Each person documented them differently.
- Lost cases: Some requests fell through the cracks because there was no central system to track them.
- No visibility: Managers had no way to know which cases were stuck, which customer had multiple requests, or how long resolution typically took.
- Duplicate work: The same customer might get contacted multiple times about the same issue because there was no shared context.
How Avikto Solves It
Step 1: Standardize with Templates
Your team creates a Customer Support Case template that defines exactly what gets captured for every request:
- Customer name and contact information
- Issue description and category (Billing, Technical, Account, Product)
- Severity level (Low, Medium, High, Critical)
- Requested resolution
- Due date based on severity
Now every support case has the same fields, making data consistent and reportable.
Step 2: Organize with Projects and Queues
You create a Customer Support project with queues representing your support workflow:
- Intake — New cases arrive here from all channels (email, phone, web form)
- Triage — A support agent quickly reviews and assigns to the right team
- Technical — Complex technical issues
- Billing — Billing and account issues
- Follow-up — Cases awaiting customer response
- Resolved — Closed cases
Cases flow through these queues as work progresses. A case might come in as a "Technical" issue but get moved to "Billing" if the real problem is a charge dispute.
Step 3: Automate Routing with Workflows
Instead of manually assigning every case, you create routing workflows:
- Workflow 1: When a case is created with Severity = Critical, automatically move it to the "Technical" queue and notify the supervisor
- Workflow 2: When a case reaches "Follow-up" AND has been waiting > 3 days, send the customer an automated reminder email
- Workflow 3: When a case moves to "Resolved", add an automated comment: "Case resolved on [date] by [person]. Customer: please verify the resolution."
Workflows eliminate manual steps and ensure nothing is missed.
Step 4: Track with Dashboard and Reports
You create a Support Team Dashboard showing:
- Open Cases: Total current cases by queue
- Overdue Cases: Cases past their due date
- Average Resolution Time: How long typical cases take
- Customer Satisfaction: New metric tracking resolution quality
Your manager can see at a glance: "We have 45 cases in Triage, 3 are overdue, and average resolution time is 2.4 days."
You also create a Weekly Support Report showing:
- Cases created and resolved by day
- Distribution by issue category
- Resolution time trend
- Top customers by case volume
This report is automatically emailed to leadership every Friday.
Step 5: Collaborate Inside Avikto
When a support agent gets a case, they don't context-switch to email or another tool — they stay inside Avikto:
- Comments keep all case discussion in one place (agent notes, manager feedback, customer communications)
- Chat allows quick side conversations with teammates ("Can you take a look at this one?")
- Linked Documents attach scans, screenshots, or reference materials
- Case History shows exactly what happened and when
Step 6: Connect the Dots with Contacts
You populate Avikto with all your customer contacts (individual and business records). When creating a case, the support agent links it to the customer. Now:
- You can see all cases for a given customer in one place
- You can spot patterns (this customer always calls with billing issues)
- You can proactively reach out to customers with multiple open cases
The Result
Your support team now:
- ✅ Captures every case consistently
- ✅ Automatically routes cases to the right person
- ✅ Tracks progress in real time
- ✅ Knows when cases are overdue
- ✅ Collaborates without leaving the system
- ✅ Generates reports for leadership without manual work
- ✅ Provides better service because nothing falls through the cracks
Key Features in Action
| Feature | How it helps |
|---|---|
| Templates | Every support case has the same fields (name, issue, severity, etc.) |
| Queues | Cases move through your workflow stages (Intake → Triage → Resolution) |
| Workflows | Critical cases are automatically escalated; reminders are sent automatically |
| Dashboard | Manager sees team health at a glance (open, overdue, trending metrics) |
| Reports | Weekly reports show trends and performance data |
| Contacts | Each customer is a record; all their cases are linked together |
| Chat & Comments | All collaboration stays inside the case; nothing is lost in email |
Next: See how to set this up in Working with Cases.