Cases

The help desk that remembers the whole relationship.

Group every ticket, chat, file, note, and approval for a client or matter into one Case that lives as long as the engagement, not just until the ticket closes.

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Everything tied to one matter, in one place.

A Case is a container. It holds every artefact the work creates, across its whole life, under one reference number.

Tickets

Every support request linked to this matter, regardless of channel. Open or closed, they stay attached.

Chat sessions

Live chat conversations are automatically linked when a client references a Case. Nothing falls through the gaps.

Knowledge articles

Articles shared or attached during the engagement are recorded here, so you know what guidance was given.

List rows & form submissions

Structured data from your intake forms and data tables can be linked directly to a Case.

Files

Documents, contracts, and attachments live in a nested folder tree. Drag to upload, drag to reorganise, ZIP to export.

Notes

Rich-text notes with autosave: meeting summaries, call recaps, anything your team needs to remember.

Approvals

Approval requests raised on any linked ticket are visible at the Case level. One place to track sign-off.

Parties

Named roles (lead advisor, account owner, reviewer) linked to your team members. Who's responsible is always clear.

Client

The organisation or contact this Case belongs to. All their Cases are visible from their record in one click.

One reference, the whole picture

Open a Case and the whole history is right there.

No digging through old tickets. No searching for that attachment. No asking a colleague what happened six months ago. The Case holds it all.

A stage pipeline across the top shows where the engagement stands. The left rail lists every linked artefact. Parties are pinned so anyone on the team knows who's responsible for what.

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Case CSE-3001 · Linked artefacts

  • Setup request TCK-3001 Open
  • Live chat session 12 May Linked
  • Contract Contract.pdf File
  • Kickoff notes Note Saved
  • Priya, Lead advisor Acme Co Party

Cases work the way your team does.

Every engagement is different. Cases are configurable enough to fit any kind of service work.

1

Case types with custom fields

Define the case types that match your work: onboarding, advisory, support contract, project. Each type has its own custom fields, so the data you capture is always relevant.

2

Stages as a Kanban pipeline

Each case type has its own stage sequence: Intake, In progress, Review, Closed, or whatever fits your process. Move cases through stages manually or trigger transitions with workflows.

3

Case-event workflows

Automations can fire when a Case is created, updated, or moves to a new stage, sending notifications, creating tasks, routing tickets, or calling an external system.

Case-level SLAs

Set response and resolution targets at the Case level. SLA clocks respect your operating-hours calendar, pause when waiting on a client, and escalate when breached.

Intake auto-linking

Tickets that arrive citing a Case reference are automatically linked. No manual association needed. The Case stays complete from day one.

Files & notes

Documents and notes built right in. No external folder needed.

Every Case has a dedicated Files tab with a nested folder tree. Drag files in, reorganise them by dragging, and download the whole folder as a ZIP at any time.

Nested folders

Create a folder structure that mirrors your own filing conventions: contracts, correspondence, working docs, whatever makes sense.

Drag-and-drop upload

Drop files straight onto the folder. Files attached to linked tickets can be brought across to the Case with a click.

Autosaving notes

Rich-text notes save as you type. Write meeting summaries, decisions, context, anything your team needs to read later.

Files: Acme Co engagement

  • Contracts Folder 2 files
  • MSA-signed.pdf PDF
  • SOW-v2.docx DOCX
  • Correspondence Folder 1 file
  • Working docs Folder Empty

Your client sees their side too.

Cases aren't just internal. Clients can log into a branded portal and see the matters that belong to them, without giving them access to anything else.

"My matters": the client view

Clients see the Cases assigned to them: current stage, linked tickets, files shared with them, and any approvals waiting for their sign-off. No email thread hunting.

Client approvals in the portal

Send an approval request to a client. They approve or reject directly from the portal, or from the one-click link in the notification email. The outcome is recorded on the Case.

Explore the customer portal →

Any team that runs engagements, not just tickets.

Cases suit any work where the relationship outlasts a single request. Here's where teams are already using them.

Agencies

One Case per client or project. All briefs, revisions, approvals, and feedback threads in one place, from kickoff to final delivery.

Advisories & consultancies

Track every engagement from scoping to close-out. Custom fields capture matter type, fee structure, and key dates alongside the conversation history.

MSPs (managed service providers)

Each client company has its own Cases. Tickets from any channel auto-link. Account managers see the full picture without digging through the queue.

Financial services firms

Advisories, brokers, and accountants need every document and approval in one auditable record. Cases hold that, including the client portal for sign-off.

IT & internal service teams

Major initiatives like migrations, rollouts, and vendor evaluations span many tickets over months. A Case keeps the whole project coherent.

Any team that thinks in engagements

If your work involves a client, a matter, or a project with a defined start and end, Cases are the right model. Configure the fields and stages to match your process exactly.

Sysflows is horizontal, not vertical. It does not try to replace specialist practice-management software. It gives any service team, regardless of industry, the container model they need, with the flexibility to shape it to their own work.

Common questions about Cases

Do I have to use Cases, or can I just use tickets?

Cases are optional. They sit alongside tickets. You can run a straightforward help desk without ever creating a Case. When you have work that spans multiple conversations or a client relationship that needs its own container, Cases are there.

Can one ticket be linked to more than one Case?

Yes. A ticket can be linked to a Case at any time. If the intake auto-linking picks up the wrong Case reference, you can re-link it manually in seconds.

How many case types can I create?

There is no fixed limit on the number of case types. Each type can have its own custom fields, stage sequence, and default workflow. You shape it to your work.

Can clients see files and notes, or only tickets?

You control what clients see. Files can be shared selectively. Not everything in the folder has to be visible in the portal. Internal notes are never visible to clients.

Is there a limit on how many files I can attach to a Case?

Storage limits depend on your plan tier. Files are stored in object storage and streamed on download, so there's no per-Case cap on number of files, just the overall storage included in your plan.

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