Creating Cases in Sprout Social | Sprout Bites

Hi there, my name is M, and I'm excited to walk you through the Creating Cases feature in this Sprout Bites video. But first, what is Cases? Well, Cases bring structure to your social customer care workflow. So instead of managing individual messages, your team works from organized cases that group related conversations together. They can be assigned and routed automatically and tracked with statuses and priorities. This gives managers full visibility and agents a clear focus.

So if you manage multiple profiles, these two tips I'm about to walk you through will save you a lot of time. First, I'm going to show you how to manually create a case.

To manually create a case, go to any message and click the push pin icon in the lower right-hand side of the screen. From there, you can assign it to a default queue or to an individual — in this case, myself. You can also include comments, the type of case it is, the priority, and a tag. Once you click Create Case, it's just that simple. We'll see the message has been moved over to our Cases queue and is marked as Open.

But let's say you want to automatically create a case from a message if it contains a particular word — such as "support" in our example. You can create an automated rule that looks for any inbox messages containing the word "support." If a message matches, a case will be assigned to the manager queue, assigned to myself, and set as a support, high-priority case.

Let's test this out. I'll go to an example message and reply with "Support, please" and click Reply. Remember, we had this set up so "support" was the trigger word. If we go to our Cases queue and look under Open, we see that a case has automatically been created from our message.

So try this out the next time you're organizing your inbox.