Case desk

Efficiently manage and resolve customer issues of varying complexity with 20NINE Case desk


Know what to focus on
and when

Never miss a beat! Add next action dates to each case and filter the board to get a clear overview of your daily, weekly, and monthly activities. With smart reminders and colour codes based on the status of the case, you’ll always stay caught up on your cases.


Optimize your processes

The drag-and-drop feature with automation allows you to move cases through different phases, and progress is determined by the current case stage. At each change, 20NINE can notify the customer. Divide your case board with different tabs, one for each case type. Each type can have its own process with various steps, names, instructions and progress.

Ticket list

Tickets generally represent simpler and quicker issues that can be resolved in just one step or a few interactions, while cases are more complex and require more time and effort to resolve. By separating these two types of issues, you can ensure that resources are allocated effectively and efficiently.


By connecting to 20NINE’s self-service forms portal, the customer can both create cases and follow the progress of a case in real-time, as well as manage communication with you. You easily configure which cases and forms your customers should be able to use.

The case board also support…


Filter the case board by tags, customers, segments, users, time, etc. Divide the case board into different tabs for different case types, etc.

Excel exports

Search and filter your board as you want and export to Excel. Export both upcoming and completed cases for a specific period.


Do you have any special cases that you want to focus a little extra on? Add them to your favorite lists for quick access.