What is a Case?
In Avikto, a case is your fundamental unit of work. It's anything that needs to be tracked, processed, and resolved.
Examples of Cases
A case could be:
- A customer support ticket
- A patient request or admission
- A legal matter or claim
- A billing inquiry
- A contract or agreement
- An internal task or request
- A business opportunity
- A permit application
- An insurance claim
What Makes Something a Case?
Not every piece of work is a case — a case has these characteristics:
- Structured data — It captures consistent information (who it's for, what type it is, what category, priority, etc.)
- Process flow — It moves through defined stages (queues) as it's processed
- Timeline — It has a deadline, due date, or SLA
- Coordination — Multiple people need to work on it or be aware of it
- Audit trail — You need a record of everything that happened to it
Case Lifecycle
A typical case flows through stages:
- Creation — Case is created from intake or a template
- Triage — Initial review and categorization
- Processing — Work is done to resolve it
- Resolution — Case is completed or closed
- Archive — Historical record is kept for compliance
Each stage might involve different people, different rules, and different actions.
Cases vs. To-Do Items
To-do items are simple, single-person tasks with no coordination needed.
Cases require structure, routing, collaboration, and a complete audit trail. They're designed for teams and complex workflows.
Next: Learn about Key Features of Avikto.