Follow Up Settings

Cases can be set to remain open for a specified number of days. Within this window, the Case can be re-opened based on client feedback.

The number of days the Case will remain open for can be configured in Builder in the “Case Info” tab.

Note: The number of days specified will be considered to be calendar days or working days depending on whether the Due Date Flavour used by the Case references a Calendar.

A Case will automatically re-open if (during the feedback window) an email is received or a Ticket is merged into it. A Case can manually be re-opened by a user using the “Reopen” button which presents on a completed Case which is within its feedback window.