Folders and access

Folders group your cases and decide who can see them. Each folder has one or more roles, and only colleagues with one of the roles can see the cases in it. If one colleague needs access, you can give them extra access without changing the roles.

The video shows how to create a folder for management and change a folder's access later.

How to do it

1. Open Folders. Click Folders in the menu. Here you see your company's folders and the roles that can access them.
2. Create a folder. Click "New Folder" and name the folder.
3. Choose roles. Under "Who has access?", choose the roles that should see the cases. Your own roles are added automatically, so you can always see the folder yourself.
4. Give extra access. Under "Additional access", add named colleagues who should see the cases whatever their roles.
5. Create the folder. The folder is ready, and you can choose it on new cases.
6. Change access later. Click the gear on the folder to change its name, roles and extra access.

Good to know

• Leave the roles empty, and everyone with access to cases can see the folder.
• Admin can always see every folder and case.
• You can always see your own cases, whatever folder they're in.
• Move a case to another folder from the list under Cases.

Questions and answers

How do I choose a folder on a case?

In the case settings. The text under the field shows who gets access to the case.

What happens to the cases if I change a folder's access?

The access applies right away to every case in the folder.

What's the difference between roles and extra access?

Roles give access to everyone with the role. Extra access goes to named people, such as one colleague from another department.