Creating Case Origins
A case origin type is how a support case is reported. Knowing how a case was reported helps your support team track communication with your customers.
For example, Wolfe Electronics links to their online case form from their website. They create a new case origin called Online for cases reported through the form.
The Case Origin Type field appears on case records, and can also appear in the online case form on your web store or website. For more information about online case forms, see Online Case Forms.
Your account includes the following default case origin types:
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Phone
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Web
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Email
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Other
To create a case origin:
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Go to Setup > Support > Case Origin Types > New.
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In the Case Origin field, enter a name for this case origin type.
This name appears in a list on case records in the Origin field.
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In the Insert Before field, you can choose to place this type before an existing origin type in the list.
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In the Description field, enter a brief description of this case origin type or what cases should use it.
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Click Save.
To change your case origins, go to Setup > Support > Case Origin Types. Click Edit next to the name of the case origin you want to change. Make your changes, and click Save.
To inactivate case origins, check the Inactive box on case origin records. These origin types no longer appear on new cases. To see inactive case origins, check the Show Inactives box at the top of the Case Origin Types list.
You can base case rules on case origin types. For example, one of your support reps handles all email messages and another answers all phone calls. You can set up your case rules, and then territories, by case origin.