Customize the case view

To ensure that your Kaizo account is set up to meet your company's needs and every feature is customized to your preference, we advise you to start your journey in Kaizo by visiting the Settings page. 

To begin, you'll need to organize your case settings. Kaizo allows users to customize what information is included in each case. 

Case view: This allows you to select the fields you want to be included in your cases. Here you can also choose the order in which each field is displayed. 

How do I set it up?

1. Select "Settings" and then open the "Case view" tab.
2. To format your cases, select which fields you would like to see in the case from our categorized list.
3. To order your fields, drag the selected field from the ‘Fields available’ column and drop them into the column for Ticket View. 
4. You can now arrange the fields in the order you would like them to appear on your cases.

What happens after I customize my case view?

Every time you would like to check a specific case inside Kaizo, you will not only get the information about each Public Reply or Internal Note of the agent but will also be able to see the case details. These are inherited from Zendesk and we only show the fields that were earlier selected by you in Setting:

For more information on how to drill into the Metrics and see the cases behind each result visit this Help Center article. 

🚨 Important to define all of the fields that will help you with effective QA rating process. When rating cases , you can always switch to the Details tab and check if the case documentation was done correctly by the agent. This will help you avoid having to open each case  inside Salesforce to get this information.