The difference between receiving and managing

An inbox or form can receive reports. Enterprise management requires knowing who owns the case, its status, which deadline applies, what was communicated, which documents exist and why each decision was made.

Essential capabilities

Configuration

Users, categories, channels, priorities, departments, additional fields, deadlines, assignment, public documents, appearance and languages.

Daily management

Search and filters, status, priorities, owners, messages, tasks, attachments, reminders, related cases and history.

Analysis and documentation

Volume and resolution indicators, distribution by status, category and priority, periodic reports, case files and audit records.

Questions for a demonstration

  1. How is the channel configured without development work?
  2. How does an anonymous reporting person return to the process?
  3. Which actions remain in the history?
  4. How are deadlines displayed and adjusted?
  5. How does external sharing work?
  6. Which reports can be generated?
  7. What security and privacy information is provided in writing?
  8. How are data exported at the end of the contract?
Always ask for a full-case demonstration

The journey should start at the form, continue through case management and end in a report. A feature list does not show how the process works.