Case Management
Manage the lifecycle of cases in customer service, employee support, IT incidents, and more at your company.
Cases
Manage all cases and associated records in a central repository.
Status
Monitor the status throughout the case's lifecycle.
Workflows
Configure parallel, conditional, and category routing logic.
Integration
Connect with Slack, Microsoft Teams, Zoho Cliq, and 1,000+ product integrations, plus REST API.
AI
Customize the application to your company's workflows and process using AI.
Security
Protect your data with SSO, ISO/IEC 27001, and SOC 1 & 2 Type II certifications.
Manage all your requirements from a unified interface
Record
Configure the fields of the case form for structured input of data (show/hide, fetch data, run validations, mandatory checks, display hints, etc.). Manage the lifecycle of the case from opening to closure.
Status
Monitor the status of the case throughout the resolution lifecycle and configure notifications and auto escalation/de-escalation logic based on the status. Filter cases based on the status of the fields.
Workflows
Configure routing logic (sequential/parallel, round robin, conditional, category/priority, skill matrix, etc.). Trigger hierarchical escalations when case resolutions breach SLAs. Set up out-of-office handling and CSAT surveys.
RBAC
Set up role-based access control for employees and non-employees. Configure view/edit access based on the fields of the case. Give non-employees access to portals (customers, vendors, suppliers, etc.).
FAQ
Maintain a repository of answers to questions, responses for known issues, and canned responses/saved replies. Upload photos/videos and .docx/.pdf/.xlsx files to case records for reference.
Audit
Maintain a time-stamped audit trail for each record. Search cases by unique ID to find the agent and associated details. Use comments for discussions and @mention specific users to trigger notifications.
Frequently Asked Questions
Zoho Creator is an AI-powered application development platform that's used to automate business processes and workflows in organizations. With it, you can build custom applications specific to your requirements.
The Case Management application is installed and runs on Zoho Creator. You can fully customize the application to your company's requirements if desired.
Yes, there is a 15-day free trial.
Yes, you can book a demo from here.
Zoho Creator ensures the logical separation of your data from everyone else's. Data retention and backup happens in a secure manner, and all data is stored in data centers in multiple geographies to ensure enterprise-grade security and high availability.
You can find the pricing plans here.