Case Management System
Transform your customer service with intelligent case routing, SLA tracking, and self-service portals. Handle 10x more cases with the same team.
Customer & Agent Portal Experience
Dual portals for customers to submit/track cases and agents to manage workload
Support Center
My Open Cases
CASE-2024-0142
Unable to access billing portal
CASE-2024-0138
Feature request: Export to Excel
Agent Dashboard
Customer Portal
Self-service case submission and tracking for customers
- 24/7 case submission
- Real-time status updates
- Document uploads
- Communication history
Agent Dashboard
Unified workspace for case managers with all tools in one place
- Queue management
- SLA tracking
- Quick actions
- Performance metrics
Knowledge Base Integration
Searchable solutions linked to common case types
- Auto-suggest articles
- Case deflection
- Solution tracking
- Feedback loop
Escalation Management
Automated workflows for high-priority and overdue cases
- Smart routing
- Manager alerts
- SLA enforcement
- Audit trails
Proven Business Impact
Organizations using this solution report measurable improvements across all metrics
Automated routing and knowledge base reduce time to close
Customer portal eliminates back-and-forth communication
Automated alerts prevent cases from falling through cracks
Unified workspace and automation handle routine tasks
❌ Before Huddle
- •Cases lost in personal email inboxes
- •No visibility into case status or workload
- •Manual assignment leads to imbalanced queues
- •Customers call repeatedly for updates
- •SLA breaches discovered after the fact
✅ After Huddle
- •All cases tracked in central system
- •Real-time dashboards for managers
- •AI-powered routing balances workload
- •Customers self-serve through portal
- •Proactive alerts prevent SLA breaches
Real Customer Success
"We went from drowning in emails to efficiently managing 500+ cases per week. The customer portal alone reduced our call volume by 60%. Our CSAT scores jumped from 72% to 94% in just 3 months."– Michael Rodriguez, VP Customer Success, SaaS Company
Modern Case Management Without the Complexity
Stop losing cases in email threads and spreadsheets. This solution gives your team everything needed to deliver exceptional customer service:
Intelligent Case Routing
Automatically assign cases based on type, priority, and agent skills
SLA Management
Never miss a deadline with automated alerts and escalations
Customer Self-Service
Portal for case submission and tracking reduces call volume
Complete Audit Trail
Every interaction logged for compliance and quality review
Case Management Demo
See how teams handle 10x more cases with intelligent automation
Pre-Built Smartsheet Templates
Get production-ready sheets with formulas, automation, and cross-sheet references configured
Case Intake Sheet
Centralized case creation with automatic routing and prioritization
Pre-Configured Columns:
Case ID
Unique identifier (CASE-2024-0001)
Case Title
Brief description of the issue
Case Type
Support, Complaint, Request, etc.
Priority
Critical, High, Medium, Low
Status
New → In Progress → Resolved
Assigned To
Case owner assignment
SLA Due Date
Auto-calculated based on priority
Customer Contact
Primary contact information
🚀 Automation Included:
- • Auto-assignment based on case type and workload
- • SLA breach alerts to managers
- • Customer notification on status changes
- • Daily digest of open cases to agents
Case Activity Log
Complete audit trail of all case interactions and updates
Pre-Configured Columns:
Activity ID
Unique activity identifier
Case ID
Links to parent case
Activity Type
Note, Email, Call, Update
Activity Date
Timestamp of activity
Performed By
Staff member who performed action
Description
Detailed activity notes
Time Spent
Time tracking for billing
Attachments
Related documents
🚀 Automation Included:
- • Auto-assignment based on case type and workload
- • SLA breach alerts to managers
- • Customer notification on status changes
- • Daily digest of open cases to agents
SLA & Performance Sheet
Track service level agreements and team performance metrics
Pre-Configured Columns:
Metric Name
Performance indicator
Current Value
Real-time metric value
Target Value
Goal or threshold
Status
Red/Yellow/Green indicator
Trend
↑↓ vs previous period
Cases Affected
Count of impacted cases
Action Required
Remediation steps if needed
🚀 Automation Included:
- • Auto-assignment based on case type and workload
- • SLA breach alerts to managers
- • Customer notification on status changes
- • Daily digest of open cases to agents
Deploy in 5 Minutes
Our AI automatically creates and configures everything. Just click deploy and start using your solution.
Click Deploy
Select "Case Management System" from the solutions library and click deploy.
✨ AI creates ${stats.sheets} Smartsheets with all columns, formulas, and automationConfigure Portal
Choose your portal URL and branding. Widgets are pre-configured based on best practices.
🎨 Portal pages automatically created with role-based accessImport Data
Upload your existing data or start fresh. Our AI maps your data automatically.
📊 Historical data preserved with automatic field mappingGo Live!
Share portal links with stakeholders. Start using your new solution immediately.
🚀 Full solution ready to useEasy Customization
Everything is built on standard Smartsheets. Add columns, change formulas, or modify workflows directly in Smartsheet – no coding required. The portal automatically adapts to your changes.
Ready to Delight Your Customers?
Join hundreds of teams delivering exceptional service with Huddle
No credit card required • Deploy in 5 minutes • Full customization available