How to conduct a case investigation?
1) In the case detail, click on the Investigation tab.
- Feature investigations is available for professional and enterprise plans.
- Permissions for managing investigations are tied to manage cases permission.
2) To start an investigation, click on the Start investigation button.
3) You can record all the actions, details and information in a structured investigation form. There are 3 phases of the investigation: (a) start of investigation, (b) investigation in progress, and (c) end of investigation. Any changes made must always be saved. The investigation can be open for any time period and can be kept open even if the case is already closed.
4) To end the investigation, click the End the investigation button in the third step End of investigation. Once an investigation is closed, it can't be reopened or edited. Each case can have only 1 investigation. No information from the investigation is available to the sender of the case.
TIP: If you have integrations with HR systems such as BambooHR or UKG, you can also use them with investigations where you can track involved employees.
