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Complete Support Cases

Check form submissions for repeats and assign completed cases

Use this Agent instantly or customize it - no programming needed

Complete a support case from a form
Reads
  • New support case
    New support case

    Your new case contains the form answers, attachments, and case number.

  • Customer profile
    Customer profile

    Your customer's saved profile supplies contact details when the form leaves them out.

  • Earlier support cases
    Earlier support cases

    Your customer's earlier cases show whether the team already has this issue open.

  • Support team rules
    Support team rules

    Your team's rules define duplicates, urgency, required details, and who takes each issue.

Help desk
Help desk

Your help desk supplies form cases and customer history, then keeps case updates and private notes.
Help desk
Is this clearly the same open issue from this customer?YesNo
Merge into the open case and note its number and owner
Writes
  • Support case
    Support case

    Your case keeps verified issue details and an owner, while unresolved choices stay open.

  • Private team note
    Private team note

    Your team sees the active case number and owner, plus details or gaps needing review.

Could another open case cover the same issue?YesNo
Keep both cases and assign the support lead for review
Writes
  • Support case
    Support case

    Your case keeps verified issue details and an owner, while unresolved choices stay open.

  • Private team note
    Private team note

    Your team sees the active case number and owner, plus details or gaps needing review.

Are required contact details or issue facts missing?YesNo
Ask for missing details and assign the support lead
Writes
  • Support case
    Support case

    Your case keeps verified issue details and an owner, while unresolved choices stay open.

  • Private team note
    Private team note

    Your team sees the active case number and owner, plus details or gaps needing review.

  • Customer follow-up
    Customer follow-up

    Your customer receives a case question about the specific contact detail or issue fact missing.

Do the rules leave urgency or ownership unresolved?YesNo
Complete known details and assign the support lead
Writes
  • Support case
    Support case

    Your case keeps verified issue details and an owner, while unresolved choices stay open.

  • Private team note
    Private team note

    Your team sees the active case number and owner, plus details or gaps needing review.

Complete the case and note its number and owner
Writes
  • Support case
    Support case

    Your case keeps verified issue details and an owner, while unresolved choices stay open.

  • Private team note
    Private team note

    Your team sees the active case number and owner, plus details or gaps needing review.

This Agent reviews a case created by your support form. It checks earlier cases, then completes the case or merges a clear duplicate. Your team sees the active case number and owner.

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monday.com
Used as:
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Zendesk
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Made for your industry

Complete Support Cases is made for businesses in these industries.

Made for your role

Complete Support Cases is made for people in these roles.

Made for your department

Complete Support Cases is made for people in these departments.

How Complete Support Cases works

5 steps, in order, on every run.

  1. Read the submitted caseRead the form answers and attachments. Check the customer profile for reliable contact details.
  2. Check for an open matchCompare the submission with the customer's open and recent cases. Flag uncertain matches for the fallback support lead.
  3. Merge a clear duplicateMerge a clear repeat into its existing open case. Carry the new submission into that case for the assigned owner.
  4. Complete the new caseWrite a concise issue and add verified contact details. Set urgency and owner using the rules you chose.
  5. Leave a team noteNote the active case number and owner privately. Add submitted details or unresolved questions for the support team.

How to Get Started

Connect your tools

Connect the tools you already use, such as monday.com, Zendesk or Intercom.

9 tools
Set your rules
  • Choose the customer support form and the case fields required for issue, urgency, contact details, and assignee.
  • Set the team's urgency criteria and an issue-to-owner assignment guide, including a fallback support lead.
  • Set a duplicate rule requiring the same requester and substantially the same open issue, plus a review path for uncertain matches.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Complete Support Cases:

How do you decide whether a support case is a duplicate?

You choose a rule requiring the same requester and substantially the same open issue. Your fallback support lead reviews uncertain matches while the cases stay separate.

What if the form leaves out key details?

Your Agent checks the saved customer profile and marks any remaining gaps. It asks the customer for specifics and assigns your fallback support lead.

Can I choose how urgency and ownership are set?

Yes. You set urgency criteria and an issue-to-owner guide, including a fallback support lead. That lead takes cases when the rules do not support a decision.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.

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