Add a Follow-Up Time

You can use the Follow Up feature to alert other users the case is due for Follow Up. This will trigger the color of the FOLLOWUP TIME for the case on the Cases page to change from White (follow up time is outside of an hour or no time is set), to Green (follow up time is within the hour), to Red (follow up time has passed), so you can easily see and sort your cases by the time in which they're due for a follow up. 

To add FOLLOWUP TIME to the cases grid, use the gear icon to select the column (if it is not currently selected) and press SAVE CHANGES. For more information on adding a column see Configure your Case View.

Adding/Editing FOLLOWUP TIME

From the All Cases screen, click the [ edit ] link for the case you want to edit the FOLLOWUP TIME. This will display the date/time field. Enter the appropriate date/time to follow up and click SAVE.

From the Edit Case screen, the FOLLOWUP TIME is located under Status Info and can be edited by clicking [ edit ].