Start a conversation with team members, get external people on board via email or escalate urgent issues as a case - including owner, priority and appropriate context.

Discussion

Case


💡 In the Discussion view, you can see team conversations and cases. The team conversation is the original conversation between team members related to a post or feed item. A Case can arise from a conversation if it needs special attention and should be assigned to a specific person.

Discussion

If you want to exchange ideas with your team members, you can use the discussion, which is located next to the Inspector in Engagement or next to the briefing in the Publisher on the top right.

To start a team conversation, write your question or contribution to the discussion in the free text field and select your recipients (internal and external).

From your discussion overview, you can go to the corresponding team conversation or case with one click. You can filter the overview:

  • Open: Filter by open team conversations or cases. Closed discussions are greyed out.

  • Cases: Filter by cases so that ordinary team conversations are hidden.

You can also combine the filter options.

If you have selected a team conversation or a case, you can go directly to the corresponding item or post via Context. Here you can see the entire history, reply or close the discussion.

In addition, the feed item is marked with a discussion symbol in Engagement.

Case

Cases can be created from team conversations for escalation purposes. Cases have an owner and a prioritising urgency level. To create a case from a team conversation, proceed as follows:

  1. Open a team conversation from the right-hand discussion menu

  2. Go to Create Case

  3. Give the case a subject, an owner and a priority level

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