What is a case?

A case is the centralised record for an incident, complaint, request, investigation, or project. It captures all the essential information from inception; who is involved, what happened, when it occurred, and why it matters, and tracks it until the case is marked as closed.

Cases have defined workflows and statuses, typically moving through stages such as "opened," "in progress," and "resolved/closed".

As the case progresses, it becomes the timeline of activity. Notes, actions, files and messages are all stored here, making it easy to review history, see the current status, demonstrate due diligence, and analyse data.

In essence, a case is the "container" for all work involved in solving a problem or fulfilling a request, ensuring efficiency, accountability, oversight, proper documentation, and enabling everyone to work from the same source of truth.