Cases Best Practices

Follow these recommendations to get the most out of Cases and resolve support requests faster.

• Write clear, specific cases. Give each case a descriptive title and a detailed description that explains what's happening, what you expected, and any steps to reproduce the issue. The more context you provide up front, the faster your support agent can diagnose and resolve it.
• Set priority honestly. Choose a priority that reflects the real urgency of the issue. Accurate priorities help support teams triage effectively; over-flagging everything as urgent makes it harder for genuinely critical cases to stand out.
• Pick the right case type. Selecting an accurate case type helps route your request to the right place and keeps your organization's reporting meaningful when trends are analyzed later.
• Attach evidence early. Add screenshots, logs, or relevant files when you create the case rather than after. Keep files within the 10 MB limit and use a supported format (JPG, PNG, PDF, DOC, XLS, CSV, or ZIP). For files that can't be previewed in-app (PDF, CSV, DOC), a clear filename helps the agent know what they're downloading.
• Keep the conversation in comments. Use the Comments section to ask questions, share updates, and respond to your agent, so the full history lives on the case itself. Avoid splitting the discussion across email or other channels where it won't be captured.
• Use the Reference Number. Quote the case's Reference Number whenever you follow up or search. It's the quickest way to find a specific case and the clearest way to refer to one in conversation.
• Keep profiles current. Maintain accurate contact profiles so cases always map back to the right people. Remember that core fields like name and email matter for matching, and the company name can't be changed once set.
• Reopen rather than recreate. If a closed issue resurfaces, reopen the original case instead of starting a new one. This preserves the full history and context in one place.