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Cases and Incidents
Learn how cases and incidents help your service teams resolve customer issues of different scale.
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How Do Cases and Incidents Differ?
| Case | Incident | |
|---|---|---|
| Definition | A case is one-off customer feedback or a question such as an order delay or escalation that a customer service rep handles. | An incident is a disruption that involves many customers. Incidents often begin as an influx of cases related to widespread disruption. Incidents are best used to resolve customer issues that require teams to collaborate. |
| Handled By | Customer Service Rep |
|
| Key Difference | Cases are resolved by customer service reps through one-on-one customer interactions. | Incidents are multi-customer issues resolved through cross-team collaboration. |
| Relationship | Many cases to one incident | One incident to many cases |
| Life Cycle | Use a case to track a customer issue, from request to resolution. | Use an incident for a service disruption. To diagnose an issue and resolve it, use problems and change requests. |
| Creation Flow | A customer or support rep creates a case via email, chat, or phone. | An support rep or monitoring system creates an incident directly or from a case. |
| Common Features |
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Case Workflow
Incident Workflow
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