Our cases API now exposes open and resolution fields: opened_at, opened_by, resolved_at, and resolved_by. As well as allowing you to see who took these actions on a case and when, you can update the values – enabling you to import case history from external systems, or to correct timestamps to better reflect ground truth.

Additionally, we’ve added a metadata field. This is a flexible field, allowing you to store arbitrary key-value data – up to 20 different user-defined pairs. This is particularly useful for keeping track of data you’ll want to report on later – for example, you could set acknowledged_at via Tines automation to capture when a team member first picked up a case, to power a MTTA metric.