📂 Using DigiCase
Escalations & Notifications Explained
Last Updated: 23 August, 2025Overview Escalations ensure overdue or high-priority cases get extra attention. Notifications keep your team and customers informed in real time. Escalations Notifications Configuring Notifications ✅ Tip: Integrate DigiCase with CXLink to trigger real-time service recovery workflows when negative feedback is detected.
SLA Tracking – Setting Timers & Alerts
Last Updated: 23 August, 2025Overview Service Level Agreements (SLAs) define how quickly cases must be resolved. DigiCase helps you track SLAs automatically. Step 1: Access SLA Settings Step 2: Define SLA Timers Step 3: Enable Alerts Step 4: Monitor SLA Status ✅ Tip: Export SLA reports to PDF/Excel for compliance audits.
How to Create and Assign a Case
Last Updated: 23 August, 2025Overview 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 Step 2: Attach Files (Optional) Step 3: Assign the Case ✅ Tip: Use intelligent auto-routing rules (available in Pro & Enterprise) to auto-assign based on category or SLA.