How-to
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How to require Case comments
The ability to customize Case comments is available on a Cases Enhanced plan. Reach out to your Customer Success Manager or support@withp...
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How to show, hide, and rearrange columns in your Case list
Overview By default, the Case list shows columns such as “Status” and “Case ID.” You can further configure the columns in this table to b...
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How to use Cases Checklist
Overview Within a Case template, you can create a custom checklist for agents to follow and complete when reviewing each case. Example us...
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How to set your availability status
Overview You can set your availability status to indicate whether you're available or unavailable. You'll only be assigned Cases to revie...
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How to view Case deadlines
Overview In the Persona Dashboard, you can view deadlines for each Case, and sort Cases by deadline. Learn more about the Cases deadline ...
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How to assign Case deadlines
Overview To set Case deadlines, create a Workflow that uses the Set Case SLA action step. As background: Learn about the Cases deadline ...