How do I close a case?
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When all action items are complete on a case, it's time to close it. There are several ways you can close cases.
From the default case view:
In the case, change the status of the case to Closed.
In the queue, click on the three dot menu and select Close Case.
From the Split Pane case view:
When the case is selected, click the Close Case button at the top of the case.
When looking at the case in the queue, click on the three dot menu and select Close Case.
Auto Close Cases
Case Auto Close allows Care Managers to set a threshold of inactivity for cases. When that threshold is reached, the case is automatically closed. This ensures cases that no longer need attention are closed efficiently, while still maintaining accurate metrics in reporting. Learn more here.
Closed Case Visibility
To help reduce clutter and keep agents focused on active work, you can use the Hide Closed Cases toggle. This feature allows Admins to automatically remove closed cases from agent queues after a set period of time, up to 72 hours.
Whether your team is working in a regulated industry or simply wants to avoid unnecessary revisits to resolved cases, this setting helps streamline workflows and support better compliance.
- Go to Settings
- Select Cases Settings under Inbox and Reviews
- Toggle on Hide “Closed Cases” from your agent view in the Closed Case Visibility section
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Configure the time allotment to allow agents to view closed cases for a specified duration after closure (e.g., 24 hours, 48 hours, etc.) by clicking Configure
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