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Case Configurations

Configure organization-wide case settings that control which features are available on all cases and how cases are identified. These settings apply across every project in your organization.

Go to Settings → Organisation → Configurations → Case Configurations to manage these options.

Case Feature Toggles​

Enable or disable individual case features organization-wide. Disabling a feature hides it from all cases and reduces UI noise for your team.

Interaction Notes​

  • Toggle — Enable or disable the Interaction Notes tab on all cases
  • Enforce mode — When enabled, agents are required to add an interaction note every time they save a case. Use this to enforce documentation standards on customer-facing teams.
  • Purpose: Ensure every customer touchpoint is recorded

Documents Tab​

  • Toggle — Enable document attachment on cases
  • Controls whether agents can upload and manage files within a case

Timeline / History​

  • Toggle — Enable the case history/audit trail
  • Disabling hides the Request History tab in the Case Journey panel

Activity Logs​

  • Toggle — Enable detailed activity logging for cases

Custom Fields​

  • Toggle — Allow custom field definitions on case templates

Custom Case ID Configuration​

By default, Avikto auto-generates case IDs in a standard format. You can configure a custom prefix to make IDs match your organization's conventions (e.g., HR-0001, INC-0001).

Enabling a Custom Prefix​

  1. Enable the Custom Case ID toggle
  2. Enter an alphanumeric prefix between 2 and 10 characters (e.g., HR, INC, SUPPORT)
  3. A real-time preview shows how generated IDs will look (e.g., HR-0001)
  4. Click Save

Once saved, all new cases will use the configured prefix format. Existing case IDs are not retroactively changed.

Example formats:

  • Prefix HR → Case ID HR-0001
  • Prefix INC → Case ID INC-0001
  • Prefix SUPPORT → Case ID SUPPORT-0001

Validation Rules​

  • Only alphanumeric characters allowed (letters and numbers, no spaces or special characters)
  • Minimum 2 characters, maximum 10 characters
  • The Save button remains disabled until a valid prefix is entered

Case Types and Descriptions​

Case types are defined through Case Templates at the project level. Each template defines a case type with its own:

  • Custom fields and field layout
  • Required fields
  • Default priority and queue
  • Case description configuration

See Case Templates & Types for template management.

Best Practices​

  • Enable only the features your team actively uses — fewer tabs means less cognitive load
  • Use Interaction Notes enforcement for customer support or compliance-driven teams
  • Set a consistent custom case ID prefix early — changing it later affects how IDs appear to external parties
  • Document your configuration choices in your organization's runbook

See Also​