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Go to Manage Cases in TrustLine

Summary

This guide explains how Admin users can access and navigate the Manage Cases section in TrustLine. You can view case summaries, chat with Category Owners, download case-related data, and manage case statuses.


In this article

  • Before you begin
  • Step 1: Access Manage Cases
  • Step 2: Use Manage Cases Features
  • Step 3: Access Archived Cases
  •  Frequently Asked Questions (FAQ)

Before you begin

  • You need to have an Admin role with the necessary permissions to access Manage Cases in TrustLine.
  • Ensure your account has access to the Admin tab and TrustLine features.

Step 1. Access Manage Cases

  1. Log in to your Plumm account using valid Admin credentials.
  2. Click on the 9-dot menu at the top left corner of the dashboard.
  3. Select TrustLine from the menu. You will be redirected to the TrustLine - Settings page.
  4. Click Manage Cases in the Admin tab to open the Manage Cases section.

Step 2. Use Manage Cases Features

  1. In the Manage Cases section, you will see two options:
    • Manage Cases
    • Archived Cases
  2. For ongoing cases in Manage Cases, click the three dots next to a case to access the following options:
    • View Summary
    • Conversations
    • Case Notes
    • Archive
    • Closed
    • Download Case Summary
    • Download Chat History
  3. To start a chat, click Conversations and communicate directly with the Category Owner.

Step 3. Access Archived Cases

  1. In the Archived Cases section, you can view the following case statuses:
    • Resolved
    • Unresolved
    • Pending
    • Closed
  2. For Closed Cases, click on the three dots in the right corner to see these options:
    • Download Case Summary
    • Download Chat History

Frequently Asked Questions (FAQ)

1.Who can access Manage Cases?

 Only Admin users with the necessary permissions can access Manage Cases. If the section is not visible, you do not have permission.
 

2. What can I do in the Manage Cases section?

Admin users can view case summaries, communicate with Category Owners, download case summaries and chat histories, and manage case statuses, such as archiving or closing cases.

3.What is the difference between Manage Cases and Archived Cases?

Manage Cases contains ongoing cases, while Archived Cases includes past cases with statuses like Resolved, Unresolved, Pending, or Closed.
 
 

4.Can I communicate with the Category Owner?

Yes, use the Conversations option to chat directly with the Category Owner.