Cases App
Industrility Platform | Operations Reference Guide
The Cases app is your support ticket management hub — operations staff and agents can create, track, update, and close customer cases submitted through the platform or by email, with a full activity history on every case.
📋 Cases List
The Cases List shows all cases available to you (10 visible per page by default). Cases can originate from the platform directly or from customer emails — both appear in the same list.
Cases List Columns
| Column | Description |
|---|---|
| Case Id | Unique numeric identifier for the case (e.g., 25988417, 99921243). Click the row to open the full case detail. |
| Title | Subject or description of the case as submitted by the customer or parsed from the email subject line. |
| Case Type | Category of the issue: Technical Support, General Inquiry, RFQ, Warranty, or Technical. |
| Tags | Color-coded label badges applied to the case (e.g., Support, Case Update, Delivery, Failure). Shows N/A if no tags have been applied. |
| Customer Name | The name of the customer who submitted the case. May be blank if the case was created via email and the customer profile has not been matched. |
| Channel Source | How the case was created. See Channel Source table below. |
| Priority | The urgency level assigned to the case: High (red badge), Medium (orange badge), or Low (gray badge). |
| Created Date | Date and time the case was first created. |
| Status | Current state of the case: Open (green badge) or Closed. |
| Action | 🗑 Delete icon to permanently remove the case record. |
Channel Source Values
| Channel Source | Meaning |
|---|---|
| APP | Case was created directly by a user through the Industrility platform interface. |
| Case was created automatically when a customer sent an email to the support address. The email subject becomes the case title. |
⚠️ Non-obvious: Cases created via EMAIL may have a blank Customer Name if the sender's email address has not been matched to a customer profile. The case is still fully functional — the customer name field populates once the profile is linked.
Table Controls
| Control | Description |
|---|---|
| 🔍 Search | Search cases by title, case ID, or customer name. |
| ⚡ Filter | Apply filters to narrow the list by type, status, priority, or channel. |
| ⊞ / ☰ / ⊡ view icons | Switch between card, list, and density display options. |
| + (Add) | Create a new case manually. |
| Request Data | Export or request a data extract of the current case list. |
| Rows per page | Default 10. Adjust to show more cases per page. |
| Pagination (◀ ▶) | Navigate through all cases. |
🔍 Case Detail View
Click any row in the Cases List to open the full detail view for that case. The breadcrumb shows: Cases / [Case Number]
The detail view is divided into two information cards at the top and two tabs below.
Case Details Card (Left)
| Field | Description |
|---|---|
| Title | The subject or name of the case (e.g., rfq 3). |
| Case Number | The unique numeric ID for this case (e.g., 99921243). |
| Status | Current status badge: Open (green) or Closed. |
| Priority | Urgency level: High, Medium, or Low (shown as plain text in detail view). |
| Summary | A freeform description or notes about the case. Shows a dash (—) if not filled in. |
More Information Card (Right)
| Field | Description |
|---|---|
| Created Date | Date and time the case was first submitted. |
| Updated Date | Date and time the case record was last modified. |
| System Id | The Industrility system associated with this case. Shows a dash (—) if not linked. |
| Organization Id | The organization ID of the customer who submitted the case (e.g., 2333333). |
| Asset Serial Number | Serial number of the asset related to this case. Shows a dash (—) if not provided. |
✏️ Edit Case Dialog
Clicking the pencil icon (top-right of the case detail) opens the Edit Case dialog. This is how agents update the case record after it has been created.
| Field | Description |
|---|---|
| Status (dropdown) | Change the case status: Open or Closed. |
| Priority (dropdown) | Change the urgency level: High, Medium, or Low. |
| Asset Serial Number | Link or update the serial number of the asset related to this case. |
| System Id | Link or update the Industrility system associated with this case. |
| Organization Id | The organization identifier for the submitting customer. Pre-filled if known (e.g., 2333333). |
| CANCEL | Closes the dialog without saving any changes. |
| SAVE | Saves all edits and updates the case record immediately. |
⚠️ Non-obvious: The Edit Case dialog is the only place to change a case's status or priority after it has been created. There is no inline edit on the Cases List or the detail view itself — you must open the dialog via the pencil icon.
📬 Activity Feed Tab
The Activity Feed tab shows a chronological log of all system-generated events and email communications tied to this case. Each entry is expandable.
Activity Feed Entry Fields (Expanded)
| Field | Description |
|---|---|
| Entry title | Format: [Role] Update - [Case#XXXXXXX] [Case Title] (e.g., Agent Update - [Case#99921243] rfq 3). |
| Timestamp | Date and time of the activity event. |
| From | The email address the notification was sent from (e.g., the platform's support email address). |
| To | The recipient's email address (e.g., the customer's email). |
| Created Date | When the activity event was logged. |
| Updated Date | When the activity event was last updated. |
| Email body | The content of the email notification sent at the time of this event. |
Activity Entry Types
| Entry Type | What It Means |
|---|---|
| Agent Update | An agent updated the case (status change, field edit, or reply). An email notification was sent to the customer. |
| Customer Update | The customer submitted an update or reply to the case. Logged as an incoming communication. |
⚠️ Non-obvious: Every time an agent edits a case and saves, an Agent Update email notification is automatically sent to the customer's email address. There is no draft or preview step — saving the edit triggers the email immediately.
💬 Comments Tab
The Comments tab is a freeform text area for internal or customer-facing notes on the case.
| Element | Description |
|---|---|
| "Write a comment" input field | Click to type a comment. Supports freeform text. |
| "Enter to post comment..." hint | Press the Enter key to submit and post the comment. There is no separate Send button. |
⚠️ Non-obvious: Comments are posted by pressing Enter, not by clicking a button. Pressing Enter submits immediately — there is no confirmation step. If you need a multi-line comment, be aware that Enter will post your current text rather than adding a new line.
📊 Dashboard — Case Summary Charts
Three pie charts load automatically when you open Cases. They give an instant read on the health and distribution of your support queue.
Case Status
| Status | Color | Meaning |
|---|---|---|
| Open | 🟢 Green | The case has been created and is active — not yet resolved. |
| Closed | 🔴 Pink / Red | The case has been resolved and closed. |
Case Priority
| Priority | Color | Meaning |
|---|---|---|
| High | 🔴 Red | Urgent issue requiring immediate attention. |
| Medium | 🟠 Orange | Standard priority; should be addressed promptly. |
| Low | ⬛ Gray | Non-urgent issue; can be addressed in normal queue order. |
Case Type
| Case Type | Color | Meaning |
|---|---|---|
| Technical Support | 🔵 Blue | Issue related to product or system functionality. |
| General Inquiry | 🩷 Pink | Non-technical question or information request. |
| RFQ | 🟢 Green | Request for quotation on products or services. |
| Warranty | 🟠 Orange | Claim or inquiry related to product warranty. |
| Technical | 🟣 Purple | Advanced technical issue or engineering escalation. |
⚠️ Non-obvious: The dashboard charts reflect all cases across your organization — not just cases assigned to you. A large Open slice does not necessarily indicate a backlog for your team specifically.
🔄 Workflows
Workflow 1 — Review the Current Support Queue
- Open Cases from the left sidebar.
- Review the three dashboard charts for a high-level read on open vs. closed cases, priority distribution, and case type mix.
- Scan the Cases List for any High priority cases (red badge in the Priority column).
- Use the Filter icon to narrow by Status = Open and Priority = High to surface the most urgent items.
- Click a row to open the full case detail for any case that needs attention.
✅ Result: You have a clear view of the support queue's current state and can prioritize which cases to work on first.
Workflow 2 — Update a Case Status and Notify the Customer
- Open Cases and click the case row you need to update.
- Review the Case Details and More Information cards to confirm you have the right case.
- Click the ✏️ pencil icon in the top-right corner to open the Edit Case dialog.
- Change the Status dropdown (e.g., from Open to Closed) and adjust Priority if needed.
- Click SAVE. The dialog closes and the case record updates immediately.
- Switch to the Activity Feed tab to confirm a new Agent Update entry has been logged, confirming that a notification email was sent to the customer.
✅ Result: The case status is updated and the customer receives an automatic email notification confirming the change.
Workflow 3 — Add a Comment to a Case
- Open the case from the Cases List.
- Click the COMMENTS tab below the case detail cards.
- Click the "Write a comment" input field and type your note or message.
- Press Enter to post the comment.
- Switch to the ACTIVITY FEED tab to verify the comment has been logged.
✅ Result: The comment is posted to the case record and is visible to anyone with access to this case.
Workflow 4 — Find a Case from an Email Notification
- Note the Case Number from the email subject line (format: [Case#XXXXXXXX]).
- Open Cases from the left sidebar.
- Click the 🔍 search icon and type the Case Number (e.g., 99921243).
- Click the matching row in the filtered results to open the case detail.
✅ Result: You land directly on the case referenced in the email, with full history and edit access available.
💡 Best Practices
-
Check the Activity Feed before editing a case. Reading the full Agent Update and Customer Update history first ensures you understand what has already been communicated to the customer before making changes or adding comments.
-
Use Tags consistently to categorize cases. Tags like "Support," "Case Update," "Delivery," and "Failure" appear in the Cases List and can be used for filtering. Agree on a tagging convention across your team to make filtering reliable.
-
Remember that saving an edit sends an email immediately. There is no draft mode. If you are making multiple edits, group all your changes and save once — each save triggers a separate customer notification.
-
Link Asset Serial Number and System Id whenever possible. Cases with complete asset and system information are easier to route, prioritize, and resolve. Fill these in when the information is known, even if it was not provided at case creation.
-
Use the Comments tab for internal notes, Activity Feed for customer communications. The Activity Feed is email-driven and customer-facing. The Comments tab is the right place for internal team notes, handoff information, or supplementary context that does not need to go to the customer.
-
Filter by Channel Source = EMAIL to triage email-originated cases. Email cases often lack a matched Customer Name and may need profile linking before they can be fully worked. Filtering by EMAIL channel helps surface these cases for cleanup.
⚡ Tips & Shortcuts
| Tip | How |
|---|---|
| Find a case from an email notification | Search by the Case Number shown in the email subject line (e.g., 99921243). |
| See only open high-priority cases | Use the Filter icon and set Status = Open and Priority = High. |
| Confirm a customer notification was sent | After saving an edit, check the Activity Feed — a new Agent Update entry confirms the email was dispatched. |
| Post a comment quickly | Click the Comments tab input field, type your note, and press Enter. No button click needed. |
| Identify email-originated cases at a glance | Check the Channel Source column — EMAIL cases were created automatically from inbound customer emails. |
| Edit status without leaving the detail view | Click the ✏️ pencil icon in the top-right corner of the case detail — it opens the Edit Case dialog in place. |