Cases: track the work that outlasts a chat
Give follow-up work an objective, owners, internal notes and links to the conversations behind it.
Updated
Some requests can't be finished in the conversation: a refund that needs finance, a bug that needs a fix, a reply promised for next week. Cases keep that work in one place until it's done.
What's new#
- Cases in the Customers section, with a list you can filter by search, Case number, status, priority, archive and assignee.
- Numbered Cases. Every Case gets a generated number to reference in notes and conversations.
- A live Case workspace. Edit the title and description in place. Status (Open, Pending, Closed), priority (Low to Urgent), tags, assignees and participants save as you change them.
- Internal notes. Write rich-text notes with headings, lists and links. Customers never see them.
- Activity history. See who changed what, and when.
- Linked conversations. Link AI Chat, AI Agent and visitor conversations to a Case, and preview any of them without leaving it.
- Track work from this chat. From a conversation, create a Case or link one that already exists.