---
title: Overview of cases
url: https://www.tines.com/docs/cases/overview/
updated: 2026-01-28T17:24:28+00:00
---

*[tines.com](https://www.tines.com/llms.txt) › [Docs](https://www.tines.com/llms.txt) › [Cases](https://www.tines.com/llm/docs/cases.md)*

# Overview of cases

*[View on tines.com](https://www.tines.com/docs/cases/overview/)*

## Viewing cases 

The cases home provides a complete view of all open cases by default. Users triaging cases will start in the cases home within their assigned team. See default and saved case views within your team navigation bar under `Cases`. Select the default case view `assigned to me` to quickly filter for cases assigned to your user, or create a custom saved view, which will appear below `assigned to me` for efficient case review. To create a custom saved view, select the bookmark icon next to your applied case filters; case views are visible by all members of a team with access to cases.

[Video](https://stream.mux.com/T1g7te96JX9xX00rgv4T29GpzKVtjhVbg/high.mp4)

### Filter cases

You can filter cases by any of the below items. Multiple filters can be applied at once.

- Search: search against case name, description and ID.
- Tags: select the tags associated with the cases you’d like to see
- Assignee: filter for cases assigned to a person or cases that are currently unassigned
- Status: view only open or closed cases
- Priority: view only cases set with a specific priority
- Comment: search against comment contents
- Metadata: filter for a specific key-value metadata pair
- Record: filter for cases with a specific record value
- Author: filter for cases created by a specific user
- Date: filter for cases created or resolved during a specified date range
- SLA status: filter for cases with a exceeded or warning SLA status
- SLA type: filter by completion or response SLA types
- Note: search against note contents



### Sort cases

You can sort cases by any of the below attributes:

- Activity (newest first)
- Activity (oldest first)
- Opened (newest first)
- Opened (oldest first)
- Created (newest first)
- Created (oldest first)
- Priority (low to high)
- Priority (high to low)



## Bulk actions on cases 

From the cases home, users can apply the below actions to bulk selected cases:

- Update status
- Set priority
- Add or remove assignees
- Add or remove tags
- Add a comment

[Video](https://stream.mux.com/izoI3qTwVI16vfLrLmlW6h9M2dPH2VK9/high.mp4)

### Download cases as csv

While you can export individual cases as pdfs, you can export filtered lists of cases as csvs. After applying your desired filters, select the kebab menu next to the number of cases and select `Download`. 

![](https://www.datocms-assets.com/55802/1745595498-exportcases.png)

The export details will be downloaded with the following case attributes: case ID, name, status, sub_status, severity, tags, team, opened at, resolved at, opened by, resolved_by, metadata, fields, and assignees.

### Export cases to email

You can export filtered lists of cases as a csv to your email. After applying your desired filters, select the kebab menu next to the number of cases and click `Email`.  

![](https://www.datocms-assets.com/55802/1745596469-exporttoemail.png)

The export details will be emailed to you with the following case attributes: case ID, name, status, sub_status, severity, tags, team, opened at, resolved at, opened by, resolved_by, metadata, fields, and assignees.

## Case webhook notifications 

Whenever a case is created or updated, a **case notification** is generated. You can subscribe to these notifications by linking a [webhook action](https://www.tines.com/docs/webhook/) to your team's case settings.

To get started, create a webhook action and paste its URL in the `Cases` > `Case settings` > `Notifications` config.

See the [case notifications](https://www.tines.com/docs/case-notifications/) article for more information.

[Video](https://stream.mux.com/sknWrMX01QUobsUsCe4wBZrmEc22ZWJ5i/high.mp4)

## Keyboard shortcuts

Press `Shift+K` to view the full list of keyboard shortcuts for cases.

![](https://www.datocms-assets.com/55802/1719178979-keyboard-shortcut-image.png)