CRM Case and Ticket Management
The case management system is the core workflow engine of the Agent Panel. Every customer interaction that requires follow-up becomes a case — whether it originates from a phone call, email, SMS, or the AI Agent on the website.
Case Lifecycle
- Open — actively being worked by an agent
- Pending — waiting on the customer for information or action
- Hold — waiting on an internal process or third party
- Closed — resolved with a closure code and KB classification path
KB Integration
Each case is classified using the Knowledge Base taxonomy (Nature > Problem Type > Description > Article). This classification drives reporting, ensures consistent handling, and helps the AI Agent learn from resolved cases.
Multi-Issue Support
A single case can contain multiple issues, each independently classified and tracked. This is useful when a customer calls about several things at once — the agent doesn't need to create separate tickets.
Priority Levels
Cases are prioritized as Low, Normal, High, or Urgent, helping agents triage their workload effectively.