Case types save you time and promote consistency by enabling you to create case configurations for re-use. When you define a case type, you can specify the custom fields to include such as layout settings, task settings, and other settings you may want to apply to all cases of that case type. To know more, see Customize Case Layouts.

How to Create a Case Type

1. Go to Settings > Case Settings on the left navigation.
2. Click Case Types > New Case Type.
3. Enter a name to identify the case type and a description.
4. Click Save.

Supported Characters for a Case Type

While creating or modifying a case type, use the following supported characters.

!, @, $ , % ^, & *, (, ), - , _ , +, =

In addition, you may also use the following as a hierarchical naming convention:

• (Parent) child
• Parent ! child
• Parent @ child

The following screenshot is an example to show how to use the hierarchy, similarly, you can use the others in the list mentioned above.

If you use characters other than the list mentioned above to edit the case type, an error will occur when you open the case.

The following screenshot is an example to show using forward slash ( / ) in the case type name is not allowed.

How to Set Up a Case Type

1. Go to Settings > Case Settings on the left navigation.
2. Click Case Types from the tab menu.
3. Open a case type.
   • A case type contains the menus described in the following table.

What's Next

🔗   Customize Case Layouts