Customer Service · Module 20

Case Management

No Ticket Left Behind

In SmartLite, a customer's support request is called a "Case" (think of it as a support ticket). How every Case can get an owner, a clock, and a home — automatically — so nothing sits unread in someone's inbox.

⏱ ~12 min to complete80 pts available🏅 Badge: Support Operations Lead

About & Business Case #

Why every ticket needs an owner and a clock #

Priya Nair · Support Team Lead

"Tickets pile up in one shared mailbox, and nobody grabs them until someone happens to look. I want new tickets to land in front of the right support agent by themselves. And I want a warning before we break a promised reply time — not an angry customer telling us after the fact."

Without a shared inbox, a response-time clock, and a rule to hand out tickets, every Case depends on someone remembering to check. That means slow first replies, broken promises, and customers who have to chase support instead of the other way around.

What you get out of it

The moment a Case is created, it automatically gets a place to live, a countdown clock, and — once you set up rules — the right agent. No one has to sort tickets by hand.

Implementation #

Four small tools, working together #

Case Management is really four small tools that combine into one support pipeline: a shared inbox for tickets (a "queue"), a response-time clock (an "SLA"), a rule that hands out tickets by itself, and a mailbox that turns emails into tickets.

Case Queues

A queue is just a shared inbox for a team — for example, "Level 1 Support." Any agent listed as a member of that queue can work on cases sitting inside it. One queue is always marked as the Default queue. Any case that no rule claims lands there automatically, so nothing falls through the cracks.

SLA Management

An "SLA" is short for Service Level Agreement — it's just a promise about how fast you'll respond. An SLA Policy sets a "First Response" time limit and a "Resolution" time limit for each priority level: Critical, High, Medium, or Low. A policy can be marked Biz hrs only. That means the clock only counts during your Business Hours (your work days, time zone, start time, and end time) — so a case filed at midnight doesn't quietly burn through its response window overnight.

Case Routing Rules

A routing rule is a rule that decides who gets a new case. Rules run in order, lowest number first. Each rule checks conditions — for example, "priority = Critical" — and if a case matches, that rule hands it straight to a person or a queue. The first rule that matches wins, and the rest are skipped. If nothing matches, the case goes to the default queue instead.

Email-to-Case

When a customer emails your support address, that email is automatically turned into a new Case — no one has to retype it. The subject, description, priority, and status are filled in from your Email-to-Case settings. If the sender's email address matches an existing Contact (a person you already have saved), the case is linked to that Contact automatically.

1 Set up a Level 1 queue with a routing rule and a test email #

Create a queueGo to Case Queues → New Queue. Name it "Level 1 Support," add your agents under Member Usernames, and tick "Default queue."

Set your response clockGo to SLA Management → SLA Policies → New Policy. Give Critical cases a short First Response and Resolution time. Leave the rest at reasonable defaults, then click Save Policy.

Confirm business hoursSwitch to the Business Hours tab and check your Work Days, Time Zone, Start Time, and End Time. Then click Save Business Hours.

Add a routing ruleGo to Case Routing Rules → New Rule. Name it "Critical Priority Route," set Assign To to one of your agents, and add a condition matching priority = Critical.

Try Email-to-CaseOpen Email-to-Case, fill in a Support Email Address, and turn on "Enable Email-to-Case." Then use the "Post as Case" test form to send a sample email, and watch a real Case get created automatically.

How to Use #

Day-to-day: support agents #

Check your queueOpen the queues you're a member of and pick up the next case, or work whatever's routed straight to you.

Watch the response clockEach Case shows its remaining First Response and Resolution time — reply before it runs out.

Day-to-day: support team lead #

Watch for unassigned casesCheck the default queue — anything sitting there means no routing rule claimed it.

Adjust SLA policies as neededTighten or relax response-time targets by priority level as your team's capacity changes.

What to try next

Look at the Customer Health & Service Analytics trail to see team-wide performance built on top of this same Case data.

Quiz #

Test what you learned #

1. A new case doesn't match any routing rule. What happens to it?

It is left unassigned until an admin fixes the rules

It goes to the queue marked as the default queue

2. How does a customer's email turn into a support ticket (a Case)?

An agent has to type it in by hand as a new Case

Email-to-Case automatically creates the Case from the incoming email