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Avikto High-Level Flow

Understanding how work moves through Avikto is key to using it effectively. All cases follow a common journey, though the specific details vary by organization and project.

The Four-Stage Case Lifecycle​

Every case in Avikto moves through these phases:

1. Intake — Case is created​

A case enters the system through:

  • Manual creation — A user fills out a case form (guided by a template) with details about what needs to be done
  • External sources — Cases come in via email, API integrations, web forms, or other channels and are automatically captured
  • Templates — Templates standardize what information is captured, so every case of a particular type has the same fields

At intake, the case gets:

  • A unique ID (e.g., C-PRJ-TYPE-2026-00123)
  • Initial classification (type, priority, category)
  • Assignment to a team member or queue
  • A due date (if applicable)
  • Link to a customer or contact record

2. Routing — Case is assigned and moved to a queue​

Once created, the case needs to go to the right person or team. This happens through:

  • Manual assignment — A user explicitly assigns the case to themselves or another team member
  • Workflow automation — Rules you define automatically route cases based on criteria (e.g., "All high-priority cases go to the specialist queue")
  • Queue-based processing — Cases sit in queues (like a triage queue, review queue, or escalation queue) where the next available person picks them up

Queues are fundamental to Avikto — they're how teams organize who handles what. A case might travel through multiple queues as it's processed.

3. Processing — Work happens on the case​

While assigned, people:

  • Update case details — Change status, priority, due date, reassign to someone else
  • Comment and collaborate — Use built-in chat and comments to discuss the case (keeping all conversation tied to the record)
  • Attach documents and evidence — Link supporting files and reference materials
  • Trigger automation — Moving a case from one queue to another might automatically notify a user or escalate it

All of these actions are recorded in the case history, creating an audit trail.

4. Resolution — Case is closed​

When the work is done, the case moves to a terminal status (e.g., Resolved, Closed, Completed). At this point:

  • The case is no longer assigned or queued for active work
  • It remains searchable and reportable (not deleted)
  • Its complete history is preserved for compliance, analytics, and reference
  • Workflows can trigger on closure (e.g., send a survey, generate a summary report)

Parallel Workflows​

Cases don't always move in a straight line. Many cases:

  • Branch — A single case might spawn subtasks or be split across multiple queues
  • Escalate — If something is blocked or urgent, a case moves to a higher-priority queue
  • Cycle — A case might move back to a previous stage for revision or additional information
  • Collaborate — Multiple people work on it simultaneously through chat and comments

The Supporting Systems​

Around this four-stage lifecycle, several systems provide structure and automation:

Templates​

Templates define the structure of cases so every case of the same type has consistent fields. Without templates, each case might capture data differently, making reporting impossible.

Workflows​

Workflows automate the routing and actions that would otherwise require manual intervention. A workflow rule like "When a case is moved to the Verification queue AND priority is High, notify the supervisor" saves time and ensures nothing slips through.

Calendar​

Cases with deadlines surface on the global calendar so teams can see what's coming up and spot conflicts (e.g., "We have five cases due on Friday").

Dashboard and Reports​

Live dashboards show case distribution, team workload, and performance metrics. Reports let you analyze historical data and share insights with stakeholders.

Contacts (CRM)​

Every case links to a customer or contact record, making it easy to see all cases for a particular person or organization and understand their full history.

Notifications​

Users get real-time alerts when something relevant happens — a case is assigned to them, a workflow action fires, a case they're watching is updated, or an SLA deadline is approaching.

Where You Enter the Flow​

Depending on your role, you interact with different parts of this flow:

RoleWhat they do
Case Worker / ProcessorPick up cases from queues, update them, move them forward, communicate with team members
Team LeadMonitor queue health, reassign cases, escalate bottlenecks, manage team workload
Project LeadSet up projects, define queues, create workflows, manage team access
Organization AdminConfigure org-wide settings, manage users, set up integrations, handle compliance
Manager / ExecutiveReview dashboards and reports, monitor SLA compliance, track team performance

Next: Explore the Key Features that power this flow.