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Cases

Overview

Cases powered by Amazon Connect lets you view, track, and manage support requests within CxCentral. CxCentral is your unified workspace from Caylent. This central hub gives you access to all your products and lets you submit, view, and manage support cases.

What you can do in Cases depends on your role:

  • General users can submit cases and view, comment on, and track their own support history.
  • Company admins can create and edit cases, view all cases across the organization, manage contact profiles, and use the dashboard to spot trends and recurring issues.

This guide walks you through getting started, submitting and managing cases for each role, and the best practices that help you resolve requests faster.

Benefits at a Glance

  • Centralized tracking— View, track, and manage all support cases in one place
  • Easy submission — Submit cases directly from CxCentral
  • Role-based access — Tailored views for users and admins
  • Bulk editing — Update multiple cases at once

cases

How it Works

Cases allow your organization to have a single, structured way to get support and follow each request from the moment it's raised to the moment it's resolved. Behind the scenes, it's powered by Amazon Connect and surfaced through CxCentral, your unified Caylent workspace.

  • Submitting a request. Support begins when you submit a case from CxCentral. You provide a title, priority, case type, and description, and can attach files or add comments to give your support team the full picture. As soon as the case is created, the system assigns it a unique Reference Number—the identifier you'll use to find, open, and track it from that point on. If you can't reach CxCentral, you can still open a case through your organization's support email.
  • Routing and ownership. Once submitted, a case is routed to the appropriate support queue and picked up by an assigned agent. The agent works the case while you retain full visibility into its progress from your end. Every case carries a status that reflects where it stands in its lifecycle so it's always clear who the next move belongs to.
  • Tracking and collaborating. Each case has its own details page that acts as a single source of truth: status, priority, reporter, description, timeline, comments, and attachments all live in one place. You and the support agent collaborate directly through comments, which keep the full conversation and any notes together on the case. Adding files at any point gives the agent the context they need, and CC recipients can be looped in to receive email notifications on any activity. Whenever a case is updated, the relevant people are notified automatically, so no one has to chase down status changes.
  • Managing at scale. The cases dashboard brings every case together in one view. You can search by Reference Number, filter by status, or narrow by date range to find what you need quickly. For routine maintenance, bulk edit lets you update the status of several cases at once. Company admins see every case across the organization to spot recurring product issues, track support trends, and understand where users are running into difficulty.
  • Resolution and reopening. A case stays editable while it's active. Once it's closed, it's locked to preserve an accurate record. If the issue resurfaces, you can reopen the closed case to make further edits rather than starting over, keeping the full history intact.

Who Uses This

  • General User / End User — Day-to-day employees at a customer organization who hit a problem with a product and need help. They submit cases, track their own case history, add attachments and comments, and search their cases. They want a quick, simple way to get support and know where their request stands.
  • Company Admin — The customer-side owner of support for their organization. They create and edit cases on behalf of others, view every case across the company, CC stakeholders, bulk-edit statuses, and manage contact profiles. They care about oversight, response times, and keeping their team's cases organized.
  • Operations / Support Analyst — Someone on the customer side focused on the data rather than individual tickets. They use the dashboard's filters, date ranges, and organization-wide view to spot recurring product issues, track support trends, and report on volume and patterns.

Key Concepts

Term Definition
Case A single support request submitted through CxCentral. Each case carries a status, reference number, title, priority, case type, creation date, and last-updated date.
Reference Number

The unique identifier for a case. It's used to open a case's details page and to search for a specific case.
General User A role that can submit support cases and view their own case history and details.
Company Admin A role that can create cases, edit open cases, and view all cases across the organization, plus manage contact profiles.
Status Where a case stands in its lifecycle. Available statuses are Open, Pending, Closed, In Progress, Waiting on Customer, and Waiting on Third Party. Closed cases must be reopened before they can be edited.
Priority

The urgency level assigned to a case when it's created.
Case Type The category classification assigned to a case.

Permissions

Some cases functionality is subject to role-bases access. As a general user, you can submit cases and view your own support case history.

As a company admin, you can create cases, edit open cases, and view all cases across your organization. Select your role to see the full workflow:

What You Can Do

Common Use Cases

Reporting a product issue A general user runs into a problem with one of their products or a feature isn't working as expected. From the CxCentral homepage, they click **Support**, fill out the request form with a clear title, priority, and description, and attach a screenshot of the error. After submitting, they get a Reference Number and track the case from the My Cases page, responding through comments as the support agent investigates and resolves it.
Managing support across the organization A company admin oversees all support activity for their company. They open the cases dashboard to see every case in one view, filter by status to find what needs attention, and use date-range search to review recent activity. When several similar requests come in, they bulk-edit the statuses to keep the queue current and CC the relevant stakeholders so the right people stay informed as cases progress.
Spotting and escalating trends A company admin notices repeat support requests and want to understand the bigger picture. Using the dashboard's filters and case types, they identify a pattern and escalate proactively to address the root cause, rather than handling each case in isolation.
  • CxCentral — Your unified Caylent workspace — the hub you land on when you first log in, giving you access to CxPortal and all other Caylent products, support, and resources.
  • CxPortal — CxPortal is a web-based portal built by Caylent that simplifies the management and configuration of your Amazon Connect contact center. CxPortal sits on top of your Amazon Connect environment and is accessed through CxCentral, your unified Caylent workspace. Together they give your organization a single place to manage your contact center and get support.