Managing Cases in Sprout Social | Sprout Bites
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In this Sprout Bites video, you'll learn how to navigate and manage your case load in Sprout Social. You'll see how the left-hand navigation and top filters help you quickly locate cases, how to update case details like status, priority, and tags, and how to work between internal notes and public conversations before sending, holding, closing, or submitting a reply for approval.
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Hi, my name is Anna, and I'm excited to walk you through Case Management in this Sprout Bites video. If you want to streamline and manage your case load fast and efficiently, this Sprout Bites is for you.
Let's start with the left-hand navigation menu. Here, you'll see tabs under My Cases with views for Open, On Hold, Closed, and All. You'll then see My Queues with tabs for All Cases and Assigned by Me. And finally, you'll see Custom Views, where you'll find any custom views you've created. This layout is designed to help you and your team stay focused and organized no matter how many cases are in motion.
Now let's move to the top, where you'll find your filters. You can filter by sources, queues, types, and more filters such as priority and tags. These filters are incredibly useful for quickly locating your cases, especially the tag filter, which helps you narrow down to very specific types of cases based on categories defined by you or your team.
Now let's take a quick glance at the details at the bottom of each case. Here, you'll find the case number, status, priority, and assignee, and you'll see more actions in the three-dot menu.
Let's now click on the case. On the right, you can manage, edit, and update your case details, such as the status, the queue, assignee, type, priority, and tags. You can then click over to the Profile tab to view the client's details, such as name, profile handle, and other details that you or your team may have added.
On the left, you'll find your Case Activity tab. This is where you'll see a running log of all communication for this case. You'll see internal notes in yellow — these are not visible to the client. The next tab is your public conversation. This is where you'll see all client-facing messages and where you can continue your conversation with the customer. You'll be able to type out your reply right here, just like you do from the Smart Inbox.
You'll then have the option to send your reply. You can send and put it on hold — maybe you're done with this case, so you want to send and close it — or you may have an approval workflow for all of your replies, so you can also submit for approval.
And there you have it. This is how easy it is to manage a case quickly and thoughtfully. Try it out the next time you're managing cases in Sprout Social.
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