You can now link cases directly within AllVoices to better track systemic issues and quickly reference related cases.
Linking a Case
Any admin (Owner, Primary, Sub) can link cases which they have access to. Viewers can view linked cases they have access to but cannot link cases.
To get started using case linking, navigate to the case you want to link and click the link icon in between the tag icon and the download icon as seen below.
From there, you will see a modal pop up to enter the case name or ID.
Search for the related case you want to link.
Select the related case and press SAVE to successfully link the case.
After selecting a case, you'll notice there is now a Linked Cases section at the top of the case with the case you selected.
(Note: The case you are currently on will also display as a Linked Case on Linked Cases section for the related case.)
Removing a Linked Case
If you later wish to remove a linked case simply click the linked cases icon again and select Remove next to the case you wish to remove and press SAVE
Confirm the linked case is successfully removed and is no longer displaying in the Case Summary
(Note: The case you are currently on will also be unlinked from the related case.)
Please note permissions apply. Admins will only see linked cases they have access to. If an admin does not see a linked case despite there being linked cases it is because they do not have access to that case.
If you have any additional questions, please reach out to your Customer Success Manager or email@example.com.