Give every issue an owner and a path to resolution.
For customer support, internal service, and operations teams that need clear ownership and a shared issue history.
Issue tracking and service request workflow management for customer support and internal teams, with assignment, status updates, attachments, and activity history.
Public enquiries are being prepared. The Contact page explains what to include in a CaseFlow discussion.
When an issue is passed between people, its owner, next step, and previous updates can become unclear.
Keep the request, assigned owner, status, conversation, and activity history together as work moves toward resolution.
This workflow follows the existing CaseFlow stages. Ownership, comments, and history give each step context.
Record the issue and attach supporting details.
Make ownership clear as the request is accepted.
Track the work and keep comments with the case.
Keep the case visible while awaiting user testing.
Retain the conversation and history after resolution.
Illustrative use cases based on the capabilities above, not customer stories.
Track a reported problem, assign follow-up, and keep updates together.
Give internal requests an owner and a visible status.
Keep a reported issue and its supporting files with the work through user testing.
Follow an issue between people without losing its conversation and history.
Describe how issues arrive, who follows up, and where the current process becomes unclear.
