Customizing your Case Regions

For most organizations, case regions give you a way to categorize your cases by geographical location.  Depending on the size and scope of your operation, the number of regions you have may vary greatly.   For example, a local company that works cases in a small geographical area may only have a few regions (i.e. Uptown, Downtown, Out of Town).  A global company that works in several countries around the world, may have an entirely different set of regions (i.e. North America, South America, Australia).  You may break your regions down by state, country, or continent, or any other division that makes sense.

In some instances, you may choose to use case regions to break down your case load by sales territory.  Companies that employ regional sales people may find it easier to group their cases based on the locations where these cases are sold.  Case regions are able to be completely customized, so the flexibility to set them up however you want is up to you.

To create a new case region, click the Settings tab, and then click the Case Regions link.  From here, click the New Case Region button at the top.

  • Name - The name of the region.  Try to be short and specific as to the location/territory of this region.
  • Notes - A brief explanation of the region.  This value only shows up in the settings.
  • Set as Default Region - Mark this region as your "default" region.  When creating a new case, the system will automatically pre-select the default region for you. You must always have one default region in your system, and it is usually best practice to create a generic region like "Unassigned" for your default region.  This way you do not accidentally assign a case to the wrong region.  

    Note: You will always be able to see which cases are in which region from the dashboard.
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