Support cases are a module your installation switches on per account. Where it is off, there is no Support cases item in the sidebar and no Support cases tab in Analytics. If you cannot see it and want it, that is a conversation with your provider, not a setting in your account.
A conversation ends when the customer stops writing. Some work does not: a refund waiting on finance, a bug waiting on a developer, a delivery waiting on a courier. A case is that work — with a subject, an owner, a due time and a history you can read back weeks later.
When to open one
Open a case when the work:
- outlives the conversation — the customer will stop writing before it is finished
- belongs to somebody specific, who is not necessarily the agent replying
- needs a due time of its own
- needs a record that someone will read later
Do not open a case for something you will finish in the conversation. A case you close two minutes after opening is paperwork, and a desk that does it for everything stops reading its own case list.
Opening one
From Support cases → Open a case, or from the Support cases panel inside a conversation, which links the two together.
| Field | What it is for |
|---|---|
| Subject | what needs doing |
| Description | what has happened so far, and what finished looks like |
| Category | technical, billing, account, integration, WhatsApp, commerce, campaign, automation, operational, other |
| Priority | low, medium, high, urgent |
| Assignee and Team | who owns it; both may be left empty |
| SLA policy | the targets it is held to — see SLA policies |
A new case always opens, whoever it is assigned to. You change the status afterwards.
The six statuses
| Status | Means |
|---|---|
| Open | nobody has started |
| In progress | somebody is working on it |
| Waiting on customer | we are blocked by them |
| Waiting on us | we are blocked by someone inside the business |
| Resolved | the work is done |
| Closed | the case is finished and filed |
The two waiting statuses are the ones that earn their keep. "Waiting on customer" is not your backlog; "waiting on us" is, and separating them is how a case list stops being a list of things that feel stuck.
The history
Every change is recorded: status, priority, assignee, team, SLA, and every internal note. It shows who changed what and when, and changes the product itself made are attributed to Lynomia rather than to a person.
This is the part that pays off months later, when somebody asks why a refund took three weeks.
Finding cases
The list has ready-made views — All, My cases, Unassigned, Overdue, Resolved, Closed — and filters for status, priority, category, assignee, team, SLA state and the dates a case was opened between. Sort by newest activity, oldest activity, newest, oldest, due soonest, or highest priority.
Overdue and Past its resolution time are the two to check daily. They are the cases where you have already missed, or are about to miss, something you promised.
Cases and conversations
A case can be linked to a conversation, and the conversation shows its cases in a panel. They stay separate objects on purpose: resolving the conversation does not resolve the case, and closing the case does not close the conversation.
Limits
- A case is not a conversation. The customer does not see it, is not notified about it, and cannot reply to it. Anything they should know has to be said in the conversation.
- A case has one assignee, not several.
- SLA figures only exist from the moment a policy is attached. A case opened without one and given a policy later is measured from then, not from when it opened.
Who can do this
Agents open, own and work cases. What an agent can see follows the same access rules as the rest of the product.