Support that doesn't end when the chat does
Some requests take days: a refund to approve, a replacement to ship, a bug to fix. Cases give that work its own record — an owner, a state, worknotes, files and a number the customer can quote — so closing the chat never means losing the thread.
Sign-ups open at launch.
Example case
Replacement for a damaged lamp
Requested by Maya Chen on Instagram
- Order number
- #4471
- Warranty until
- 12 Mar 2027
Priya
@Daniel can you approve a replacement? Photos of the damage are attached.
damaged-lamp.jpgOpened by your agent
InstagramMy lamp arrived with a cracked shade.
I'm sorry about that. I've opened case CASE-1042 for a replacement — our team will update you here, and you can quote that number any time.
Case CASE-1042 openedFrom a DM to done
- 01
A customer reports it
On Instagram, WhatsApp, Messenger, Telegram, Slack or your site.
- 02
A case is opened
By your agent mid-chat, or by a teammate from the inbox — as the right type, linked to the conversation, with the customer as requestor.
- 03
Your team works it
Owner, priority and state; worknotes with @mentions; files and custom fields — all on the case.
- 04
Resolved, on record
Every change is in the history, and the time to resolve shows on your dashboard.
Three ways a case begins
However the work arrives, it lands in one list with the customer and the conversation attached.
Your agent opens it mid-chat
Add a Create case action and the agent opens a case when a request needs work after the chat — as the right type, with its fields filled from the conversation — then gives the customer the number.
A teammate opens it from the inbox
Create case on any conversation fills in the customer and links the chat, so nothing has to be copied over.
Anyone adds one by hand
New case on the Cases list, for work that arrives by phone, by email or across the counter.
Everything a case needs, on one page
Each case opens on its own page, so it can be linked, bookmarked and worked over days.
A number to quote
Numbered per workspace with your own prefix — CASE-1042, SUP-88 — and given to the customer in the chat.
The customer it's for
Picked from your contacts. If the contact is deleted later, the case keeps their name, so its history still reads correctly.
An owner, a priority and tags
Assign it to a teammate — they're emailed when you do — set how urgent it is, and group it with tags.
Custom fields
Track whatever your team needs, including formatted text. Fields on every case, plus each type's own.
Worknotes with @mentions
The team's running commentary, kept off the customer's chat. Type @ to bring a teammate in.
Files on the case
Photos of the damage, invoices, screenshots — kept with the work they belong to.
A full history
Every change, who made it and when, so anyone can pick the case up where it was left.
Linked conversations
The chats a case came from or was discussed in, one click away.
A list built for working
Search, filter by state, type or owner, sort, save views for your team and export to CSV.
States that match how you work
Every workspace starts with five states. Rename, recolour, reorder, add or remove them — each belongs to one of four groups, so your reports always know what's still open, whatever you call it.
New
OpenIn progress
OpenWaiting on customer
WaitingResolved
ResolvedClosed
Closed
A case's state is changed by your team and is independent of the chat — the conversation can close while the case stays open.
Case types, each with its own fields
Define the kinds of work you handle. A case of that type shows the type's own fields below the ones every case has, and a Create case action linked to a type fills them in from the conversation.
Refund request
Its own fieldsOrder numberRefund amountReasonWarranty claim
Its own fieldsProductPurchase dateWarranty untilBug report
Its own fieldsDeviceSteps to reproduceExpected result
Escalation and cases do different jobs
Your agent can do both in the same conversation: hand the chat to a person now, and open a case for the work that follows.
A person needs to answer this chat now
The agent stops replying
The chat goes to the top of your team's queue
Done when a teammate has answered
This work continues after the chat
A record with its own owner and state
The chat can close while the work goes on
Done when the case is resolved
See how fast you resolve
The Dashboard has a tab of its own for cases, next to your agent and leads.
Cases opened and resolved in the period
How many are open right now
How long cases take to resolve
A day-by-day chart of cases opened and resolved
The same figures for each teammate
How cases split by state, priority and who opened them — the agent or your team
Questions
Yes. Your agent can open a case from Instagram, WhatsApp, Messenger, Telegram, Slack and your website chat, and your team can open one from any conversation in the inbox.
Not yet. The agent gives the customer the case number in the chat, and your team keeps them updated from the conversation. Emails on state changes are planned.
Not yet — looking up a case's status from the chat is planned. Today the customer quotes their number and a teammate checks the case.
New cases are refused until your billing period renews or you upgrade. Every case you already have stays fully workable.
Only owners and admins. Everyone else on the team can work a case, change its state and close it.
Works with
Open a case
Logs work that can't be finished in the chat, like a refund or warranty claim, as a numbered case.
Escalate to a human
Flags the chat for your team and stops replying, so a person picks it up with the history intact.
File an Intercom ticket
Hands the conversation to your team as an Intercom ticket, with the full context already attached.