For an overview of what cases are and when to use them, see What is case management?. For a full list of fields, see Case fields and statuses.

Open the case list

Click Cases in the sidebar. Cases are grouped into status tabs: All, Open, and Closed.

Create a case

  1. Click Create case.
  2. Fill in:
    • Title (required) — a short name for the case
    • Beneficiary (required) — search for and select the contact receiving support
    • Case manager (required) — the team member responsible for managing the case
    • Start date — when support begins
    • Duration — choose Open-ended (no fixed end date) or Fixed (set an expected end date)
    • Notes — any initial context or background
  3. Click Save.

The beneficiary cannot be changed after the case is created.

Edit a case

  1. Open the case.
  2. Click Edit in the sidebar.
  3. Update any fields (title, case manager, duration, dates, notes).
  4. Click Save.

Close a case

  1. Open the case.
  2. Click Close case in the sidebar.
  3. Confirm the closure.

Closed cases remain visible in the Closed tab and are not deleted.

Track client needs and desired outcomes

To add a need or outcome:

  • Type in the text box under Client needs or Desired outcomes and press Add.

To remove one:

  • Click × next to the item.

Add and manage planned support

To add a planned support entry:

  1. Click Add planned support.
  2. Enter a Description of the support.
  3. Optionally set a Target date and assign a Lead (team member responsible).
  4. Set the Status: Planned, In Progress, or Complete.
  5. Click Save.

To edit or delete an entry: Click the edit or delete icon on the entry.

To link an external service:

  1. Click Link external service.
  2. Search for and select a contact from your CRM.
  3. Enter their Role (e.g. GP, solicitor).
  4. Optionally add a note to log this connection as a touchpoint.
  5. Click Save.

To unlink an external service: Click the delete icon on the service entry.

Log an interaction

To add an interaction:

  1. Click Add in the Interactions section.
  2. Set the Date and time of the interaction.
  3. Choose the Type (e.g. phone call, home visit, email).
  4. Enter Notes describing what was discussed or agreed.
  5. Click Save.

You can create or attach tasks directly from within a case to track follow-up actions.

  • Click Add task in the case sidebar to create a new task linked to this case.
  • Tasks created here also appear in the main Tasks list.