Custom Case Status and Priority in Nextiva CRM

Cases are records of communication about a particular issue or question that can be associated with contacts and accounts. In Nextiva CRM, a case is an entity that agents use to track customer issues. When agents receive a phone call, email, or chat, they can open a case to record all the information about the communication in a central location that is accessible by multiple agents.

For each case, agents must assign a priority to indicate its importance and a status to indicate the progress toward a resolution. Administrators can customize the lists of priorities and statuses from which the agents can select by performing the following tasks:

Managing Custom Case Statuses

The Case Statuses view in Administration Tools gives administrators the ability to customize status settings for helping agents to identify the current state of a case. Administrators can create new statuses or modify existing statuses by department.

Creating a New Status

  1. In Administration Tools, expand the Customize CRM view and select Case Statuses.
  2. Select the row corresponding to the department for which you want to create a new status. You can also click the Pencil Icon.
  3. Under Create status, select a status category and enter a name for the sub-status.
  4. Click the Add+ button to add the new status.

Modifying an Existing Status

  1. In Administration Tools, expand the Customize CRM view and select Case Statuses.
  2. Select the row corresponding to the department whose status you want to modify.
  3. Locate the status you want to modify and either click the text under Sub-Status or click the corresponding Edit (pencil) button.
  4. Revise the name for the sub-status.
  5. Click the green Check Mark button to save. Click the red X button to cancel.

Managing Custom Case Priorities

The Case Priorities view in Administration Tools gives administrators the ability to customize priority settings for helping agents to determine their order of focus.

Administrators can perform the following tasks:

Setting the Default Priority Level

  1. Expand the Customize CRM view and select Case Priorities.
  2. Select a level from the Default Case Priority drop-down list.
  3. Click outside the field.

Adding Priority Levels

  1. Expand the Customize CRM view and select Case Priorities.
  2. In the Level number field below the list of priority levels, enter a name for the priority level you want to add.
  3. Click the Add+ button to add the new priority level.

Removing Priority Levels

  1. Expand the Customize CRM view and select Case Priorities.
  2. Locate the priority level you want to remove.
  3. Click the corresponding Delete (trash can) button.

Note: You must include a minimum of three priority levels.

Modifying the Labels of Priority Levels

  1. Expand the Customize CRM view and select Case Priorities.
  2. Locate the priority label you want to modify and click the Edit (pencil) button. You can also click the text of the label.
  3. Edit the text.
  4. Click the Check Mark button to save. Click the X button to cancel your changes.
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