Cases & Helpdesk

Cases in CRM Factory represent support tickets, service requests, and customer issues. The helpdesk includes queue-based routing, SLA enforcement, AI-powered assistance, and full integration with the rest of the CRM.

Case Management

Creating Cases

Cases can be created from multiple sources:

• Manually — Click "New Case" from the Cases page or from a contact/account record
• API — POST /api/v1/cases with subject, description, priority, and optional queue
• Voicemail — The voicemail pipeline auto-creates cases from transcribed messages
• Automation — Workflow actions can create cases based on triggers
• Conversations — AI escalation from messaging channels can generate cases

Case Fields

Case Timeline

Each case has a timeline showing:

• Status changes and field updates
• Comments (internal and customer-facing)
• Linked activities (calls, emails, tasks)
• AI-generated summaries and suggestions

Queues

Queues organize cases by team, skill, or topic and control how cases are assigned.

Assignment Methods

Creating a Queue

POST /api/v1/case-queues
Content-Type: application/json

{
  "name": "Tier 1 Support",
  "description": "First-line support for general inquiries",
  "assignment_method": "round_robin"
}

When a case is created with a queue_id, the queue router automatically assigns it to a member and applies the queue's SLA policy.

SLA Policies

SLA policies define response and resolution time targets per priority level.

Policy Structure

Each policy contains rules per priority:

POST /api/v1/sla-policies
Content-Type: application/json

{
  "name": "Standard SLA",
  "rules": [
    { "priority": "critical", "first_response_minutes": 30, "resolution_minutes": 240 },
    { "priority": "high", "first_response_minutes": 60, "resolution_minutes": 480 },
    { "priority": "medium", "first_response_minutes": 240, "resolution_minutes": 1440 },
    { "priority": "low", "first_response_minutes": 480, "resolution_minutes": 2880 }
  ]
}

SLA Tracking

When a case is routed through a queue with an SLA policy:

• First response due is calculated from creation time + the policy's first response window
• Resolution due is calculated from creation time + the policy's resolution window
• SLA breached flag is set automatically when deadlines pass

SLA breach status is visible on the Cases list, dashboards, and reports. Filter cases by sla_breached to surface at-risk tickets.

AI Assistance

Each case has AI-powered tools accessible from the case detail page or via API:

Available Actions

API Usage

POST /api/v1/cases/{id}/ai
Content-Type: application/json

{
  "action": "suggest_reply",
  "erp_context": {
    "orders": [...],
    "shipments": [...],
    "credit": { ... }
  }
}

The optional erp_context parameter provides ERP data (orders, shipments, credit status) to the AI for more informed responses — useful when cases involve order or delivery issues.

API Reference

List Cases

GET /api/v1/cases

Paginated list with filtering support. Returns cases with account, contact, and SLA context.

Get Case Detail

GET /api/v1/cases/{id}

Returns the case with related account, contact, opportunity, and full comment thread.

Create a Case

POST /api/v1/cases
Content-Type: application/json

{
  "subject": "Order #4521 arrived damaged",
  "description": "Customer reports box was crushed during shipping...",
  "priority": "high",
  "contact_id": "cnt_abc123",
  "account_id": "acc_xyz789",
  "queue_id": "q_support_t1"
}

Update a Case

PATCH /api/v1/cases/{id}
Content-Type: application/json

{
  "status": "resolved",
  "resolution_notes": "Replacement shipped via overnight delivery"
}

Comments

GET /api/v1/cases/{id}/comments
POST /api/v1/cases/{id}/comments

{
  "body": "Reached out to shipping — replacement is on the way.",
  "internal": true
}

Automation

Cases integrate with the workflow builder. Common patterns:

• Auto-assign critical cases — Trigger on case.created with priority: critical, action assign_to_queue
• Escalation alerts — Trigger on SLA breach, action send_notification
• Customer acknowledgment — Trigger on case.created, action channel_notify with a template message