Configurable ticket types with custom workflows, 15 field types, a 26-action audit trail, and automation triggers.
Case types and workflows.
Create as many case types as you need - bug reports, feature requests, support tickets, complaints. Each type has its own set of statuses and custom fields, so your support workflow looks different from your complaints process. Stages are colour-coded and reorderable.
Full audit trail.
Every change is logged - 26 action types covering field updates, status changes, assignment changes, comments added or edited, files uploaded, tags applied, contacts linked, and more. Each entry records who made the change, when, and the before and after values.
15 custom field types.
Capture exactly the data you need per case type. Choose from text, number, email, phone, URL, date, currency, select, multi-select, radio, checkbox, multi-line text, and relational fields that link to users, people, companies, or searchable records.
Comments, files, and collaboration.
Discuss cases with your team using rich text comments. Attach files with version tracking. Everyone on the case sees updates in real time - no need to refresh. Subscribe to cases you care about, mute the ones you don't.
Smart filtering.
Ten predefined views - my open cases, created by me, latest opened, latest resolved, and more. Or build your own with custom filters: date ranges, assigned users, tags, completion status, and text search. Save any filter for quick access.
Assignment and tracking.
Each case has an owner, an assigned user, and a list of watchers. Track who viewed the case and when, so you know who's up to speed. Unread indicators highlight cases with new activity since your last visit.
Linked to your contacts and calendar.
Every case connects to the people and companies involved. Link calendar activities for follow-up meetings. The case appears on each contact's timeline so anyone looking at a customer's record sees their open and resolved tickets alongside everything else.
Automation triggers on every event.
Over 15 trigger points: case created, updated, deleted, comment added or edited, file uploaded, tag changed, user assigned, contact linked, and more. Build automations that send notifications, update fields, fire webhooks, or escalate issues without manual intervention.
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