Work team cases from the inbox

When the Front Desk passes something to your team, it opens a case with a short brief, so whoever picks it up does not have to read the whole conversation.

Before you start

• You need to be the owner, a manager, or have the right Credit: who owes, record payments.

Steps

1. Open Inbox → Front desk.
2. Select the filter Cases. Open cases are listed first.
3. Open a case's conversation. The case shows its kind, for example Handed to the team or Call back, and its status.
4. Read the brief: the summary, Facts, the messages it rests on, Already tried, and Proposed actions (nothing is done until someone does it).
5. Select Take it. The status becomes someone has it. A staff reply on the conversation takes it too.
6. To set a deadline, pick a day and time under Due and select Set.
7. To agree with a proposed action, select Approve; when you have done it, select Mark done.
8. Add A note for the team and select Add.
9. Select Waiting for the customer while you wait for an answer.
10. When it is settled, select Close the case. Select Reopen if it comes back.

Kinds of case

Good to know

• Urgent is set only when the customer's own words show urgency.
• Proposed actions are never carried out by the Front Desk. Approving or marking one done records it; your team does the work.
• The customer's later messages are attached to the open case.
• Reminders: the owner gets an alert after the hand-off minutes set in the Front desk settings, and a second one after two hours while nobody has taken the case. Reminders reach only the owner, as owner alerts.
• Closing a case never wakes the assistant. Select Return to the assistant on the conversation for that. See take over a conversation.
• Asks to delete their data: erasing stays the owner's decision, with Erase this customer or a privacy request. See handle a customer's privacy request.
• Taking a handed-over case is the hand-off's claim: only one person gets it. See take and give back a hand-off.
• Items that are not about a conversation (a message that may not have arrived, a booking to check, a late deposit) are on the Front desk exceptions page.
• A manager can turn a case into a support ticket in Desk. See import a Front Desk case.