Searching for Existing Cases

Searching for Existing Cases

This process deals specifically with searching for case numbers. To search by customer contact information or by contract see Finding and Verifying Customers/Contracts/Coverage.

Searching for Cases

  1. Click the Search icon on the Zoho toolbar, the Search bar will expand.
  2. Click the drop-down arrow and select Cases.
  3. Enter the service request ID in the Search bar text box. Do not include dashes.
  4. The search engine displays the case associated with the service request number.
  5. Click the search result to open the Customer Contact page.
  6. Click on the corresponding case to open it.
  7. Click the Menu icon (  ) and select Service Request to open the service request associated with the case.
Ensure you are in the correct module. When searching for cases select the Cases module from the Search drop-down list.
It may take up to an hour for a case or job to appear in Zoho Desk. If you are unable to find the case in Zoho you can search for the service request ID in ServiceBench. If the service request is in ServiceBench, DO NOT create a new one in Zoho. Give the system time to sync all the data. This avoids you creating a duplicate service request and avoids charging the customer duplicate Service Fees.

Overview

Searching for an existing case in Zoho Desk is a simple process using the Zoho Search engine. Service requests are tied to a Case in Zoho. You can search using a number of methods including searching by case number, service request ID number, contract number and customer contact information.

Service request IDs in Zoho Desk are the same as Service Order ID numbers in ServiceBench.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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