TautivaHelp

Cases

Create a Case for a customer issue

A Case is a ticket for tracking a customer issue, its owner, and follow-up until it is resolved.

- CS / Agent, Supervisor# 3, 5 minutes #Last checked October 13, 2026.
Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Already logged in to the workspace and have the necessary permissions.

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

  1. Open the Cases menu and click New case.

  2. In the Customer · required field, search for and select the correct customer.

  3. Fill in the Subject · required field with a concise summary of the issue.

  4. Choose the Priority according to the level of urgency (Low, Normal, High, or Urgent).

  5. Select the appropriate Category · required field, then enter a Description if necessary.

  6. Review the content again, then click Create case.

  7. Note the automatically generated ticket number for easy follow-up.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: a customer reports receiving a damaged product. Subject: 'Product arrived damaged'; Priority according to impact; Category follows team settings.

This is a fictional training example. No real customer data was used.

The real look of the Cases SLA page in Tautiva, recorded October 13, 2026.
Screenshot of Tautiva application taken at October 13, 2026; sensitive information is disabled if there are. Screen settings can change with screen sizes and product updates.

Expected result

A new ticket is saved and has a ticket number in the workspace.

Important notes

  • Do not use Urgent for all issues; follow the priority according to the impact.
  • Choose the correct customer so that the Case history is not mixed up.

If something goes wrong

  • Can't click Create case? Check the required fields: Customer, Subject, Priority, and Category.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.