> ## Documentation Index
> Fetch the complete documentation index at: https://help.desk.min-ai.ar/llms.txt
> Use this file to discover all available pages before exploring further.

# Cases and contacts

> Whatever needs follow-up, with status, priority and assignee, and the customers who wrote to you.

## Cases

A **case** is whatever needs follow-up: an order, a complaint, a size exchange. The agent opens it (if it has the **Open cases** tool) or someone on the team does, from the conversation, with **Customer and cases → New**.

In **Cases** you see the list, with filters by status (**Open**, **Waiting on customer**, **Waiting on a third party**, **Resolved**, **Closed**, **All**) and a search by subject, customer or number.

### A case

Each case has a number, a type (order, complaint…), and:

* **Status**: **New**, **Open**, **Waiting on the customer**, **Waiting on a third party**, **Resolved** or **Closed**.
* **Priority**: **Urgent**, **High**, **Normal** or **Low**.
* **Assignee**: a person on the team, or **Nobody**.
* **Summary**: what the customer needs and what was done.
* **History**: who opened the case and each change, whether by the agent, a person or the system.
* The **Customer** and the linked **Conversations**.

Operators and higher roles can change it; viewers can only look.

> [!NOTE]
>
> A **Resolved** case nobody reopens in 7 days becomes **Closed** on its own.

When the customer writes again, the agent sees their open cases and can look up earlier ones (with the **History** tool), so they don't have to explain everything again.

## Contacts

**Contacts** lists the customers who wrote to your channels, with their number of open cases. Search by name, phone or email.

On a contact's page you see their **Conversations** and **Cases**, and with **Edit details** you change their **Name** and **Email**. The agent saves them too when the customer tells it (with the **Contact details** tool).

On Instagram, the contact shows the customer's picture and profile.


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