Cases
Built-in CRM and support case system for managing customer inquiries, issues, and communication.
Add-on Module — Cases is not included in the standard Omnium license. Contact your Omnium representative for access or pricing details.
Omnium includes a full Cases module — a built-in CRM/support case system for tracking customer inquiries, issues, and requests. Cases can be created manually by staff, automatically from inbound emails, or programmatically via the API.
Each case tracks a subject, description, priority, status, assigned agent, and related entities (customers, orders, projects, carts, products). Cases support public and internal notes, email and SMS notifications, file attachments, and a dashboard with analytics.
In this section
Overview & Concepts
What cases are, key concepts, data model, and status lifecycle
Configuration
Enable cases, configure statuses, priorities, tags, and case numbering
Managing Cases
List, create, edit, assign, change status, bulk operations, and linking
Notes & Communication
Public and internal notes, email/SMS notifications, reply templates
Dashboard & Analytics
Key stats, charts by status/priority/assignee, and filtering
Inbound Email
Automatic case creation from customer emails via SendGrid
API Reference
Public API endpoints, models, search, and code examples