Configuration

Enable and configure the Cases module — statuses, priorities, tags, case numbering, and support email settings.

Cases are configured in Administration → Tenant Settings → Customer Settings → Case Settings.

Enabling Cases

Toggle the Enabled switch to activate the Cases module. When disabled, the Cases section is hidden from the UI and cases cannot be created via any channel.

Users also need the "cases" access claim to see and interact with the Cases section.

CaseSettings Reference

Property	Type	Default	Description
`IsEnabled`	bool	`false`	Master toggle for the Cases module
`Statuses`	list	`[]`	List of available case statuses, each with a Name and Level
`StatusNew`	string	—	Status automatically assigned to new cases
`StatusClosed`	string	—	Status that represents a closed case (triggers `ClosedDate`, reopen logic)
`StatusReopen`	string	—	Status applied when a closed case is reopened (e.g., customer replies to a closed case)
`Priorities`	list	`[]`	List of available priorities, each with a Name and Severity
`DefaultPriority`	string	—	Priority assigned to new cases when none is specified
`TagSettings`	list	`[]`	List of predefined tags, each with a Name and optional TranslationKey
`UseSameIdAndNumber`	bool	`false`	When enabled, the Case ID and Case Number will be identical
`SupportEmailAddress`	string	—	Support email address displayed in the Case UI
`SupportEmailName`	string	—	Display name for support email communications

Configuring Statuses

Each status has two properties:

Property	Type	Description
`Name`	string	Display name of the status (e.g., "New", "In Progress")
`Level`	int	Numeric level that determines workflow progression order. Lower levels come first

Example configuration:

Name	Level
New	1
In Progress	2
Resolved	3
Closed	4

Status Designations

After defining your statuses, assign the three special designations:

Status New — The initial status for all newly created cases (including those from inbound email and the API)
Status Closed — The terminal status. When a case moves to this status, the ClosedDate is set. Used to detect when a case should be reopened
Status Reopen — The status applied when a customer replies to a closed case via email

You must configure at least one status and set Status New before cases can be created. Without this, case creation will fail.

Configuring Priorities

Each priority has two properties:

Property	Type	Description
`Name`	string	Display name of the priority (e.g., "Low", "High")
`Severity`	int	Numeric severity value. Higher values indicate greater urgency

Example configuration:

Name	Severity
Low	1
Medium	2
High	3
Critical	4

Set the Default Priority to the priority name that should be applied to cases when no priority is explicitly specified.

Case Number Prefix

Case numbers are auto-generated using a sequential counter with an optional prefix. The prefix is configured via market-specific number options.

For example, with prefix CS- the generated numbers would be CS-1001, CS-1002, etc.

UseSameIdAndNumber

When Use Same ID and Number is enabled, the internal case ID and the human-readable case number will be identical. This can simplify integrations where you need a single identifier.

Support Email Settings

Setting	Description
Support Email Address	Displayed in the Case UI as reference for the support team
Support Email Name	Display name used in outbound case email communications

For inbound email configuration (automatically creating cases from incoming emails), see Inbound Email.

JSON Configuration Example

Case settings are part of the tenant settings object. Here is an example of the case-related section:

{
  "CaseSettings": {
    "IsEnabled": true,
    "UseSameIdAndNumber": false,
    "SupportEmailAddress": "support@yourcompany.com",
    "SupportEmailName": "Customer Support",
    "DefaultPriority": "Medium",
    "StatusNew": "New",
    "StatusClosed": "Closed",
    "StatusReopen": "In Progress",
    "Statuses": [
      { "Name": "New", "Level": 1 },
      { "Name": "In Progress", "Level": 2 },
      { "Name": "Resolved", "Level": 3 },
      { "Name": "Closed", "Level": 4 }
    ],
    "Priorities": [
      { "Name": "Low", "Severity": 1 },
      { "Name": "Medium", "Severity": 2 },
      { "Name": "High", "Severity": 3 },
      { "Name": "Critical", "Severity": 4 }
    ],
    "TagSettings": [
      { "Name": "Billing", "TranslationKey": "" },
      { "Name": "Shipping", "TranslationKey": "" },
      { "Name": "Product Issue", "TranslationKey": "" },
      { "Name": "Returns", "TranslationKey": "" },
      { "Name": "General Inquiry", "TranslationKey": "" }
    ]
  }
}