Case Reports & Analytics

Case Reports provides comprehensive customer support ticket management with AI-powered features to streamline your workflow.

Overview

The Case Reports module is your command center for managing customer support tickets. It provides instant visibility into all cases, powerful filtering capabilities, and AI-assisted tools to help you work faster and smarter.

Key Features

Quick Reports

View all customer tickets in one unified dashboard:

• Real-time ticket updates
• Customizable table views
• Advanced filtering and search
• Sort by priority, status, customer, or date

Batch Updates

Update multiple cases simultaneously:

1. Select cases using checkboxes
2. Choose your update action (status, priority, tags)
3. Apply changes with one click
4. Save hours on routine case management

AI-Powered Summaries

Automatically generate intelligent case summaries:

• What it does: Analyzes case history and generates concise summaries
• How to use: Click "Generate Summary" on any case
• Benefits: Save time, ensure consistency, capture key details
• Customization: Summaries adapt to your team's voice and style

Smart Escalations

Send escalations directly from the app:

• Set escalation criteria (priority, SLA breach, etc.)
• Notify relevant stakeholders automatically
• Include AI-generated context and recommendations
• Track escalation history and outcomes

Deep Analytics

Drill down into support metrics:

• Case volume trends over time
• Resolution time analytics
• Team performance metrics
• Customer satisfaction insights
• Filter by product, team, or time period

Getting Started with Case Reports

Step 1: Access Case Reports

Navigate to Central Support > Case Report from the sidebar.

Step 2: Filter Your View

Use the filter options to focus on specific cases:

• Search: Find cases by ticket number or organization
• Status: Filter by open, pending, closed
• Priority: Focus on critical or high-priority issues
• Date Range: View cases from specific time periods

Step 3: Work with Cases

Click on any case to:

• View complete case history
• Add notes or comments
• Update status or priority
• Generate AI summaries
• Send escalations

Step 4: Use Batch Actions

For routine updates:

1. Use checkboxes to select multiple cases
2. Click the batch action button
3. Choose your update type
4. Confirm and apply changes

Best Practices

Organizing Your Cases

• Use consistent tags for categorization
• Set priorities accurately for escalation routing
• Update statuses promptly to maintain accurate metrics
• Add notes to provide context for team members

Leveraging AI Features

• Generate summaries for complex cases before escalating
• Use AI insights to identify patterns across cases
• Review AI recommendations but apply your expertise

Performance Tips

• Apply filters to work with manageable data sets
• Use search for specific case lookups
• Export data periodically for external analysis
• Review analytics weekly to identify trends

Common Workflows

Daily Case Management

1. Review new and updated cases
2. Prioritize urgent issues
3. Update case statuses as work progresses
4. Generate summaries for escalations

Weekly Reporting

1. Navigate to CS Analytics
2. Select your reporting period
3. Review key metrics and trends
4. Export data or screenshots for stakeholders

Escalation Process

1. Identify cases requiring escalation
2. Generate AI summary for context
3. Use smart escalation feature
4. Monitor escalation outcomes

Next, explore CS Analytics for deeper insights into your support operations.