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Cases
Case and ticket management

Support tickets and project work, with workflows that route themselves.

Cases handles one-off tasks and repeatable processes in the same place. Customer emails become cases, a case can follow a workflow you draw with approvals and SLAs, and everyone involved is notified in the app, by email or by push.

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Available 11 October 2026
Cases list with open cases across priorities and assignees
5 viewsList, board, calendar, timeline and saved views
Visual workflowsParallel steps, approvals and SLAs
Email in, email outReply to customers in their own thread
WCAG 2.1 AAZero violations across every screen

What Cases does

For support and service teams, internal IT and operations, and any team that runs approvals, onboarding or other multi-step processes.

See the work your way

  • List, board, calendar and timeline

    Switch views without losing filters, and save the ones you use.

  • Projects with analytics

    Throughput and progress per project, with custom fields and dependencies.

  • Blocking and recurring cases

    A blocked case is locked until its dependency is done. Routine work repeats itself.

  • Time tracking

    Start a timer on a case and export time to Excel or PDF.

Cases board grouped by status

Workflows you draw

Drag steps onto a diagram. Cases then follow it on their own.

  • Visual designer

    Automatic layout, plus checks that catch steps nobody can reach and loops with no way out.

  • Branches and parallel steps

    Wait for all paths, any path or a set number before moving on.

  • Automatic routing

    Route on priority, field values, a missed SLA or the result of a sign-off.

  • Sign-off and SLAs

    Approver gates, overdue badges and reminders when a step runs late.

A case following its workflow, waiting for the quality manager's approval

Talk to customers

  • Email becomes cases

    Connect a mailbox and set rules for which messages open a case.

  • Reply in the customer's thread

    Answers go out from your own address. A failed send can be retried.

  • Public status link

    Share a read-only status page for a case. The customer needs no login.

  • Templates

    Reuse the answers your team writes most often.

A Cases workflow case waiting for a quality manager's approval

Team and automation

  • Notifications everywhere

    In-app bell, branded email, web push and daily or weekly digests.

  • Teams and handover

    Claim cases, hand them over, and plan around schedules and absences.

  • Rules and webhooks

    No-code automation rules and outgoing webhooks with a delivery log.

  • Reports

    Saved reports across projects for throughput, SLA compliance and workload.

Cases project analytics with velocity, burndown and cycle time

Runs on Vault56

Cases is a Vault56 marketplace app. It stores cases in platform endpoints, sends mail through your connected email accounts, and uses the platform's notifications, web push and automation rules. Workflows and workforce planning are included in the plans that list them.

How the platform works

  • Data and APIs (used)
  • Accounts and sign-in (used)
  • File storage (used)
  • Email (used)
  • Realtime and push (used)
  • Workflows and automation (used)
  • Functions
  • AI
  • Agents and devices
  • Signed updates
  • Marketplace and billing (used)

Get Cases on 11 October 2026

Try the platform today. The products open to everyone on 11 October 2026.

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