- Welcome to the Knowledge Base
- Introduction
- Training
- Desktop Environment
- Preferences
- Activities
- Cases
- Forecasts & Quotas
- Importing Data
- Leads
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Marketing
- Introduction to Marketing
- Marketing Campaigns
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- Upload Library
- Templates
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Workbooks Web Insights
- Tracking Code
- Setting up the Plugin
- Viewing Web Insights Data on your Form Layouts
- Domain Names and Online Activities
- Gator Popup
- Reporting incorrect Leads created through Web Insights
- Reporting on Web Insights data
- Using UTM Values
- Why aren’t Online Activities being created in the database?
- Why is GatorLeads recording online activities in a foreign language?
- Using HubSpot with Workbooks
- Event Management
- Compliance Records
- GatorMail Integration
- Opportunities
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Integrations
- Mapping
- Electronic Signing Tools
- Creditsafe Integration
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Zapier
- Introduction to Zapier
- Available Triggers and Actions
- Linking your Workbooks Account to Zapier
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Setting up Zaps
- Posted Invoices to Xero Invoices
- Xero payments to Workbooks Tasks
- New Case to Google Drive folder
- New Case to Basecamp Project
- New Workbooks Case to JIRA Ticket
- Jira Issue to new Case
- 123FormBuilder Form Entry to Case
- Eventbrite Attendee to Sales Lead and Task
- Facebook Ad Leads to Sales Leads
- Wufoo Form Entry to Sales Lead
- Posted Credit Note to Task
- QuickBooks Online
- Survey Monkey responses to Tasks
- Multistep Zaps
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Email Integrations
- Email Dropbox
- Workbooks Exchange Server Sync
- Workbooks Outlook Connector
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Event & Webinar Integration Tools
- GoToWebinar
- ON24
- Microsoft Office
- Outreach
- Scribe/Workbooks Connector
- People & Organisations
- Reporting
- Dashboards
- Transaction Documents
- Auditing
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Configuration
- Introduction to System Administration
- Users & Security
- Database
- Accounting
- Email & Integration
- Customisation
- Automation
- PDF Configuration
- Contact Support
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Releases & Roadmap
- Roadmap
- March 2021 Release
- December 2020 Release
- September 2020 Release
- April 2020 Release
- January 2020 Release
- September 2019 Release
- February 2019 - Event Management Release
- January 2019 Release
- October 2018 Release
- May 2018 Release
- February 2018 Release
- January 2018 Release
- November 2017 Release
- September 2017 Release
- June 2017 Release
- March 2017 Release
- December 2016 Release
- August 2016 Release
- January 2016 Release
- Workbooks Glossary
Case Portal Reports
The Case Portal uses Reports to give full flexibility of which records are shown to your users. It can be configured with two different reports if required, one for open cases, and one for closed. You can control which Cases are visible by changing the criteria of these reports.
Two Report Templates are available - we'd recommend only using these rather than creating your own reports. The Case Portal needs certain columns to be available and is expecting some columns to be named in a specific way. You should therefore not delete any columns from the report, nor edit any column names.
You can however add as many extra columns as you wish to each report such as Custom Fields specific to your business. These columns can be displayed in the Open/Closed Cases views on the Case Portal, allowing users the ability to search and sort the view by these columns.
Under the General tab from Email & Integration > Case Portal, you can choose which report drives the Open Cases view, and which controls the Closed Cases view. The Reports listed here must have a Category set to Automation to show in the list.
To access the Template Reports, click Start > New > Report > Create a report from a template report and choose "Template - Support Portal - Open Cases" from the list. Within the report:
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Name the report appropriately, so that it is clear that it should not be edited or deleted, as this would affect the Portal.
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Set the Category to Automation, if it isn't already set.
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Add a criteria for "'Exclude from Portal?' is false, plus any other criteria to restrict which cases are displayed, for example, only those of a certain Case Type.
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Open the calculated "Status" column. This controls the Status that the customer will see based on the status of the case, using the following formula:
CASE status_name
WHEN 'New' THEN 'New'
WHEN 'In progress' THEN 'In Progress'
WHEN 'Email received' THEN 'Awaiting Support Response'
WHEN 'Updated by customer' THEN 'Awaiting Support Response'
WHEN 'Awaiting customer response' THEN 'Awaiting Customer Response'
WHEN 'Closed' THEN 'Closed'
ELSE 'In Progress'
ENDFor example, if the Case Status is "Email received" or "Updated by customer", then in the Portal the customer will instead see "Awaiting Support Response". You should add new lines in here for any other Case Statuses that you use. The default value shown in the Case Portal is "In Progress". You can also amend the output to suit your business better, for example, our internal Case Portal uses "Awaiting response from Workbooks Support" instead of "In Progress".
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Save and close the report.
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Repeat Steps 1 to 6 for "Template - Support Portal - Closed Cases"
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Update the Case List - Visible Columns setting (also on the General tab) to show any relevant columns to Case Portal users based on the Reports you have configured.