For: Admins and Managers
Set or change a case's stage
Put a case at a stage when you create it, move it to another stage or take it off, and list every case at one stage.
In this article5 sections
A case's stageStage A step a case moves through, such as Intake or Demand sent, which the firm names and describes and which shows on the case page., such as Intake or Demand sent, shows how far along it is. Moving a case into a stage can add a milestone post for its client. Admins and Managers set stages in the Admin PanelAdmin Panel The staff-only side of a hub, opened with the Admin button, where the firm manages cases, users, templates, automations and settings., and staff on the case page.
Set it on a new case
In Create New Case, choose the stage under Stage, or leave No stage. See Create a case.
Change a case's stage
In Cases, choose the pencil icon, Edit Case, on the case. Under Stage, pick the new stage, or No stage to clear it, and choose Save Changes. Closed cases can be changed too, from the Closed tab.
Find cases at a stage
The case list's Stage column shows each case's stage, and is empty for a case without one; point at it to read its description. To list every case at one stage, choose it in the filter beside the search, which reads All stages, or choose No stage. It filters the Active or Closed tab you're on.
Change it on the case
On the case page's Overview, staff can change the stage by default, on open cases: Stage there is a picker, with No stage. Clients can't. To let another role do it, an Admin goes to Settings › Roles, chooses Edit on the role and opens Permissions. Under Case, they tick Update all case fields specified in the role, keep Stage ticked in its field list, untick the fields the role shouldn't change, and choose Save.
What happens next
When a case moves into a stage that has a milestone automationMilestone automation An automation that posts a chosen feed template on a case each time the case moves into a chosen stage., the Virtual AssistantVirtual Assistant An automated team member that posts welcome messages, check-ins and stage posts for the firm; its posts carry a Virtual Assistant badge. adds that stage's post and everyone on the case is told. It posts whether the case came from another stage, from no stage or from a later stage.
Nothing posts when you create a case at a stage, save the same stage again, choose No stage, or move a case that's already closed. Imports and the API follow the same rules.
Closing a case and moving it in the same save still posts. Reopening and moving in the same save doesn't, so reopen first, save, then move. See Add a post automatically when a case reaches a stage.
Your firm may have changed what each role can do on a case. If an option described here is missing, ask an Admin of your hub.