Keep a case description up to date

The Ärendebeskrivning is your team's own summary of a case. It sits beside the case subject at the top of the case, so it never takes space from the conversation.

Hold the mouse over the description icon to read it. Click the icon to change it: it opens in the same editor you reply with, so bold, italics, bullet and numbered lists and links all work. Press Ctrl+Enter or Spara to save; press Escape or click outside to throw the change away. A case with no description shows Lägg till beskrivning instead. On a phone or tablet, tap to open it.

Inside it you can see who last changed it and when. Every change is kept in the case's history together with what it said before.

The customer is not told. Editing the description sends no email and nothing appears for the customer in the customer portal.

It is not the customer's first email. When a customer opens a case by email, through the form on your website or in the chat, their message is the first message in the conversation, and the description starts empty until your team writes one. Cases imported from webCRM or a file work the same way. A case you open yourself in DealJourney, or one written up from a phone call, starts with the description you typed when you opened it.

Who may edit the description is the same as who may change the rest of the case.