How to Create and Assign a Case

Overview #

Cases in DigiCase represent issues, complaints, or service requests. Creating and assigning them properly ensures accountability and timely resolution.

Step 1: Create a New Case #

1. Log into your DigiCase dashboard.
2. From the sidebar, click Cases → New Case.
3. Enter required details:
   • Case Title – short summary of the issue.
   • Description – full details.
   • Category – e.g., Customer Complaint, IT Incident, Donor Request.
   • Priority Level – Low, Medium, High, Urgent.

Step 2: Attach Files (Optional) #

• Upload screenshots, PDFs, or related documents.
• Max file size: 10MB per file.

Step 3: Assign the Case #

1. In the Assignment field, select:
   • A specific team member (Agent).
   • A team/department (e.g., IT, Customer Service).
2. Define due date if applicable.
3. Click Save & Assign.

✅ Tip: Use intelligent auto-routing rules (available in Pro & Enterprise) to auto-assign based on category or SLA.