Why can’t I locate a case in tolktalkCX?
There can be many different reasons why a case could not be located on your tolktalkCX account. The most common causes are as follows:
- Marked as Closed: Once a case is resolved, an agent can mark the case as Closed. This will move the case to a closed folder which can be viewed by filtering the cases on the Cases page by Status > Closed
- Assigned to another Agent: A case may be reassigned to another Agent, at which point only Agents with permission to the case can view the case. An Admin or Super Admin may be able to view the case even if its not assigned to them.
- Assigned to another Department: A case may be reassigned to another Department, at which point only Agents within that Department can view the case. A Super Amin may be able to view the case even if they do not belong to the assigned Department.