Trigger actions based on changes to a case
You close a case when you think issues have been resolved. If a customer thinks differently and replies back, Vtiger can automatically reopen the case and send an alert to the assigned agent and supervisor to let them know.
Trigger actions based on a case becoming inactive
You work with a lot of customers, and things can sometimes slip through the cracks. Vtiger can notify you if a high priority case from a customer you’ve tagged as a VIP hasn’t been accepted in a reasonable amount of time.
Automate case field updates
Update any case field using workflows. If an issue is categorized as a refund, for example, Vtiger can automatically apply a refunds-related SLA that establishes how long you have to deal with the case. If a case is reopened, automatically set its priority to high. Or if an email arrives with the text “password” in it, the case can automatically be assigned to your IT team. With such granular automation, you can rest assured that cases are always categorized and addressed the right way.