About Cases Module

About Cases Module

Cases can be found in the Cases Module in the Zoho Desk Case Management System (Zoho Desk). Cases associated with a specific Customer will appear on that Customer's page.

Cases Module

All Cases appear in the Cases module. You can search for a specific Case using the Case Number or by finding the Case on a Customer's Page.
  1. Click the Search icon (  ) on the top pane.
  2. Enter the Case Number in the search box.
  3. Select the Case from the search results.
  4. If necessary, review the other Cases on the Customer's page for another relevant Case.

Case Title

Initiating service for a customer will create a new Case. The Case Number and service activity will be present in the Case's title to indicate what service was provided. The Case title will contain the Case Number, the service type, and the item / item brand.


Case Details

Selecting a Case will display the Case Details pane. Use the Case Details panel to find specific Case information, including the Service Request ID, Service Job ID, and Service Bench Link.
  1. Review and verify that the Case title and Case information on the Case Details pane is accurate.
  2. If necessary, you can arrange an Entitlement Override for a Case that requires a Supervisor's authorization to process.

Case Tabs

Cases use tabs to organize the history, activities, approval, and resolution data related to a Customer's request. One of the main Case tabs is the Service Request tab, which agents use to initiate service for a Customer.
  1. Click a Case tab in order to review the specific information.


  2. If necessary, Click the Menu icon (  ) to view additional tabs.

Service Request Tab

Use the Service Request tab to review or update the service completed for a Customer.
  1. Click the Menu icon (  ) to view additional tabs.
  2. Click the Service Request tab.
  3. Review or update the Service Request to complete the Customer's request.


  4. If necessary, verify that the Case title updates to reflect any updates you applied to the Service Request.

    Helpful Links

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

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