Page 16 - Email Support Playbook
P. 16
How & When to Accept a Case
A good rule of thumb is to accept a case only when you are able to begin working on that
case. Prior to accepting the case, read through the case to see if it is something you are able
to complete. Accepting the case changes the status to „In-Process‟, as the status name
suggests, this indicates you are in the process of completing on the case.
Accepting a Case:
As previously mentioned, you will need to wait until you are focused on the case to accept it
or take ownership. It is easy to accept a case; open the case and use the „Take Ownership‟
button shown below.
IMPORTANT!
DO NOT accept a case unless you are certain
you can work on it in a timely manner. If you are
unable to work a case, contact your moderator
and request that the case be sent back into the
queue.
