Case Management
Tickets, queues and slas, in one system.
Long-form support cases with SLAs, escalation tiers, collaboration, and postmortems
Explore the specification
YouStatusnot Resolved or Closed
| Case Number | Title | Customer | Severity | Tier |
|---|---|---|---|---|
| CSS-45475 | New css-126 | CUS-165 | Critical | CT-1415 |
| CSS-61031 | Open css-578 | CUS-224 | Major | CT-3089 |
| CSS-56729 | InProgress css-533 | CUS-147 | Minor | CT-2959 |
| CSS-21650 | Pending-CustomerInfo css-450 | CUS-190 | Trivial | CT-7208 |
| CSS-30397 | Pending-3rdParty css-204 | CUS-021 | Critical | CT-6990 |
| CSS-22042 | Reopened css-297 | CUS-139 | Major | CT-8512 |
StatusActiveAtRiskBreachThresholdHitPct75Pct90
StatusPending-CustomerInfoPending-3rdParty
StatusDraftInProgressBlockedOn3rdParty
StatusDraftInReview
SeverityCriticalMajorStatusnot Resolved or Closed
| Case Number | Title | Customer | Account | Severity |
|---|---|---|---|---|
| CSS-35922 | New css-375 | CUS-069 | ACC-110 | Critical |
| CSS-77127 | Open css-963 | CUS-194 | ACC-140 | Major |
| CSS-57084 | InProgress css-242 | CUS-073 | ACC-140 | Critical |
| CSS-10756 | Pending-CustomerInfo css-648 | CUS-227 | ACC-130 | Major |
| CSS-52016 | Pending-3rdParty css-427 | CUS-038 | ACC-120 | Critical |
| CSS-89621 | Reopened css-698 | CUS-150 | ACC-150 | Major |
Closedlast 14 days
| Case Number | Title | Customer | Severity | Tier |
|---|---|---|---|---|
| CSS-83243 | Closed css-198 | CUS-043 | Critical | CT-5746 |
| CSS-12074 | Closed css-420 | CUS-031 | Major | CT-6717 |
| CSS-99023 | Closed css-355 | CUS-089 | Minor | CT-5622 |
| CSS-76203 | Closed css-327 | CUS-181 | Trivial | CT-5543 |
| CSS-83339 | Closed css-310 | CUS-093 | Critical | CT-6017 |
| CSS-25848 | Closed css-931 | CUS-152 | Major | CT-9080 |
Breached
| Case | Type | Target At | Actual At | Minutes Over |
|---|---|---|---|---|
| CSS-35562 | FirstResponse | 27 Sep | 29 Sep | 80 |
| CSS-23423 | Resolution | 22 Sep | 26 Sep | 40 |
| CSS-34651 | FirstResponse | 12 Sep | 19 Sep | 35 |
| CSS-90657 | Resolution | 21 Sep | 25 Sep | 80 |
| CSS-22850 | FirstResponse | 24 Sep | 03 Oct | 65 |
| CSS-12311 | Resolution | 26 Sep | 04 Oct | 75 |
not approved
| Case | From Tier | To Tier | Reason | Escalated At |
|---|---|---|---|---|
| CSS-56263 | CT-3108 | CT-1947 | ComplexityNeedsTier2 | 05 Sep |
| CSS-37512 | CT-7862 | CT-8236 | ComplexityNeedsTier3 | 05 Sep |
| CSS-74788 | CT-5718 | CT-2406 | SeverityRaised | 06 Sep |
| CSS-63134 | CT-8953 | CT-5342 | SLAAtRisk | 16 Sep |
| CSS-49378 | CT-3694 | CT-6770 | AutoBySeverityElapsed | 10 Sep |
| CSS-50929 | CT-8931 | CT-1352 | ManagerRequest | 06 Sep |
selected account
| Case Number | Title | Severity | Tier | Status |
|---|---|---|---|---|
| CSS-90198 | New css-304 | Critical | CT-5246 | New |
| CSS-14245 | Open css-823 | Major | CT-2568 | Open |
| CSS-19650 | InProgress css-712 | Minor | CT-7812 | InProgress |
| CSS-74726 | Pending-CustomerInfo css-753 | Trivial | CT-1801 | Pending-CustomerInfo |
| CSS-51213 | Pending-3rdParty css-804 | Critical | CT-3850 | Pending-3rdParty |
| CSS-19213 | Resolved css-123 | Major | CT-4341 | Resolved |
not resolved
| Case | Flagged At | Days Since Last Activity | Acknowledged By |
|---|---|---|---|
| CSS-68613 | 24 Sep | 20 | MS |
| CSS-10988 | 28 Sep | 21 | UW |
| CSS-51667 | 06 Sep | 1 | KH |
| CSS-45808 | 29 Sep | 10 | KA |
| CSS-55548 | 07 Sep | 26 | YL |
| CSS-37118 | 11 Sep | 17 | SX |
YouCases.Statusnot Resolved or Closed
| Case Number | Title | Customer | Account | Severity |
|---|---|---|---|---|
| WTC-31039 | AllActivity wtc-836 | CUS-082 | ACC-313 | SVR-861 |
| WTC-46577 | StatusChangesOnly wtc-333 | CUS-154 | ACC-700 | SVR-298 |
| WTC-89679 | EscalationsOnly wtc-508 | CUS-216 | ACC-985 | SVR-594 |
| WTC-75176 | ResolutionOnly wtc-170 | CUS-089 | ACC-985 | SVR-538 |
| WTC-61512 | AllActivity wtc-194 | CUS-100 | ACC-769 | SVR-428 |
| WTC-62268 | StatusChangesOnly wtc-912 | CUS-154 | ACC-346 | SVR-966 |
Illustrative records generated from the specification. Explore the views to inspect the planned operating model.
Built for your team.
Support managers who run queues against SLAs.
- Defined tables
- 25
- Operational views
- 12
- Defined roles
- 7
- Reports
- 8
Defined in the planned system specification.
What’s inside.
Long-form support cases with SLAs, escalation tiers, collaboration, and postmortems
Tickets
Intake from email, web and chat
Queues
Routing and assignment
SLAs
First response and resolution clocks
Knowledge
Articles and macros
Portal
Self-service and status
Escalations
Paths, timers and ownership
- 01Intake
- 02Triage
- 03Assign
- 04Resolve
- 05CSAT
Built for your team
Investigation NumberCaseInvestigation LeadStatus
In Progress
Customer Support Director
Owns the support function end-to-end. Sole authority to publish Postmortems, sign off on EscalationRules and CaseSeverityMatrix changes, and clear executive-escalation alerts on Major / Critical cases.
Tier 3 / Senior Engineer
Owns the most complex Cases. Runs Investigations and authors RootCauseAnalyses. The technical authority on hard problems and the escalation target above Tier 2.
Tier 2 / Specialist Agent
Handles cases escalated from Tier 1 — domain-specialist work that the front-line could not close. The middle of the escalation chain.
Tier 1 / Support Agent
Front-line support — opens or receives Cases (often promoted from a Helpdesk Ticket), works the easy ones to resolution, escalates to Tier 2 when complexity warrants.
Case NumberTitleSeverityTier
Major
Account Manager / CSM
Customer-facing relationship owner. Watches every Case for own accounts; raises severity / escalates from the customer side when the customer relationship is at stake.
Case NumberTitleCustomerAccount
Viewer
Executive read-only on Major / Critical metrics. The CEO, the COO, the Head of Engineering — people who need to see how bad things are this quarter without participating in case work. > The Customer is implicit and external to this app — they > receive Public CaseComments and outbound CustomerCommunications > via email, and their replies feed back as inbound > CustomerCommunications and CaseActivities of ActivityType: > CustomerResponse. They do not log into Case Management directly.
Reports and dashboards
Explore what each report measures and the records behind it.
Case Volume Trend
Cases opened per day / week / month, split by Severity × Tier × Source. Drills into spikes (a Major outage day) and helps Director size each tier for the next quarter.
SLA Attainment
% of SLAEvents with Status: Met vs. Status: Breached, broken out by Severity × Tier × Owner × Account. Drills from the percent into every Breached event for root-cause review and coaching.
Tier Escalation Funnel
How many Cases open at each Tier, how many escalate up (Tier 1 → 2, Tier 2 → 3, anything → Director), with median time-to-escalate. The Director's pulse on staffing and skill gaps at each tier.
Time to Resolution by Severity
Median, p75, and p95 hours from OpenedAt to ResolvedAt, by Severity × Tier × Account. The operational-health metric.
Stalled-Case Aging
Open cases bucketed by days since last activity (0–3, 4–7, 8–14, 15–30, 30+). Surfaces the long tail before it embarrasses the team in a customer call.
Postmortem Action Item Status
Across all published Postmortems, the count and percent of PostmortemActionItems by Status and by Category, with overdue counts. The accountability ledger that closes the loop on Major / Critical cases.
Account Health by Case Burden
Per Account: open case count, MTD case count, breakdown by Severity, count of Major / Critical in the last 90 days, and average resolution time. The Account Manager's monthly-business-review slide.
Knowledge Contribution Conversion
Of KnowledgeContributions proposed in a period, how many were Submitted, Published, or Rejected, and the median lag from proposal to publication. Measures whether the team's case learnings actually become reusable knowledge.
One connected workspace
Tier Escalation Funneldrill-down
How many Cases open at each Tier, how many escalate up (Tier 1 → 2, Tier 2 → 3, anything → Director), with median time-to-escalate. The Director's pulse on staffing and skill gaps at each tier.
| Case | From Tier | To Tier | Reason | Escalated At |
|---|---|---|---|---|
| CSS-56263 | CT-3108 | CT-1947 | ComplexityNeedsTier2 | 05 Sep |
| CSS-37512 | CT-7862 | CT-8236 | ComplexityNeedsTier3 | 05 Sep |
| CSS-74788 | CT-5718 | CT-2406 | SeverityRaised | 06 Sep |
| CSS-63134 | CT-8953 | CT-5342 | SLAAtRisk | 16 Sep |
- Case
- CSS-56263
- FromTier
- CT-3108
- ToTier
- CT-1947
- Reason
- ComplexityNeedsTier2
- EscalatedAt
- 05 Sep
- EscalatedBy
- CF
ownerTier 2
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections follow the authored specification.
Controls and automation
System checks
case-creation-from-helpdesk-promotion — appEventTrigger on inbound Ticket promotion → creates a Case with Source: Promoted-FromTicket.
sla-clock-by-tier — appEventTrigger on Case create / tier change → writes SLAEvents from CaseSeverityMatrix.
tier-escalation-routing — appEventTrigger on Escalations create → updates Case.Tier + Owner + notifies parties.
sla-breach-warning — scheduleTrigger every 5 minutes → emits 75 / 90 / 100 percent threshold notifications, dedupes via LastNotifiedAt.
parent-child-rollup-recompute — appEventTrigger on child Case update → refreshes parent rollups, blocks parent-close while children open.
merge-case-into-parent — appEventTrigger on CaseMerges create → copies child line items into the survivor, closes the absorbed Case.
case-stalled-detection — scheduleTrigger daily 06:00 → flags Cases inactive 7+ days, dedupes per Case.
executive-escalation-alert — scheduleTrigger every 30 minutes → alerts on Major / Critical open 24+ hours, dedupes per Case per 24h.
root-cause-investigation-task-fanout — appEventTrigger on Investigations create → seeds template tasks per Severity.
postmortem-generation-on-major-case-close — appEventTrigger on Case close + Severity in (Major, Critical) → drafts a Postmortem with seeded ActionItems. Integrations: inbound from the Helpdesk app (promoted Tickets), the support mailbox / API for direct Case create, the CRM Pipeline app (Account / Customer master lookup). Outbound to the Knowledge Base app (KnowledgeContributions), the CSAT app (close-of-Case triggers a survey), email (customer Public Comments, internal escalation / breach / executive alerts), and a generic activity webhook for BI / analytics export.
