When a case record is entered, it needs to be assigned to either a person or a group.
To grab a case:
Grabbing is a quick way to assign a case to yourself. When you assign a case to yourself, you can respond to the customer. You have to be a support representative in order for the Grab link to be available.
- Go to Lists > Support > Cases (Administrator).
- Click Grab next to the case you want to assign to yourself. The case is automatically assigned to you. You cannot grab a case that is already assigned to someone else.
If the case is assigned to a support group or left Unassigned, another support rep can grab the case. When a support rep grabs a case, it is automatically assigned to him or her. To grab a case, click Grab next to the case on the cases list. If no Grab link appears, the case is already assigned to a support rep.
To avoid having to grab cases, an administrator can set up case rules and territories. Rules and territories automatically route cases to support reps based on certain criteria.
To assign a case to someone other than yourself:
- Go to Lists > Support > Cases (Administrator).
- Click Edit next to the case you want to assign.
- Under Primary Information, in the Assigned To field, select the person or group you want to assign the case to.
- Click Save.
This case is now assigned to the appropriate person or group and shows in that group or person’s cases list.