Guide · Process Boards and cases
Your team works its cases
Your team members open ioZen on “My cases”, with their new cases first, their boards and their reports, and reply from the inbox without the tools for building.
When you invite someone as a member, ioZen shows them what they need to serve customers: their cases, the boards they work on, contacts and the inbox. The tools for building FlowApps stay with owners and admins.
1. Open “My cases”
A member opens their workspace and lands on “My cases”. At the top is “New for you”: the cases assigned to them that they haven't opened yet. Below, each board they work on, with its cases grouped by phase.
“Search by person or case” finds one by name.
2. Use their menu
A member's menu is short: “My cases”, the boards where they have cases or that they follow, and “Contacts”. The “Inbox” is there if your plan includes it (Business or higher).
From the menu they open their board to see every case in each phase. There they can't rename the board, change its phases or add cases by hand.
3. Open a case and reply
Tap a case to open it. On a phone it opens straight on its chat, so they reply without hunting for it. When their part is done, they move the case to the next phase from its header.
4. Take unassigned cases
If your team can see every case, each member has two tabs: “Mine” and “Unassigned”. In “Unassigned”, tap “Take” and the case is theirs. If two people tap at once, the first one gets it.
5. Check their reports
The “Reports” tab shows their “Active cases”, the ones “Waiting for a reply” and the “Overdue” ones, and how many cases they have in each phase of each board.
See ioZen the way your team does
If you're an owner or admin, tap “View as operator” in your user menu to see ioZen the way a member of your team does: their short menu and “My cases”. At the top you see “You are viewing ioZen as an operator”. The view uses your data, so “My cases” shows what's assigned to you. Tap “Exit” to go back.
It's only a view: your permissions don't change.
Reply from the inbox
The “Inbox” holds your conversations with customers. Tap “Filters” to see only “Mine”, “Unassigned”, “Unread” or the ones “Waiting” for a reply.
Once you've handled a conversation, tap “Mark as attended”. Under “More actions” you can “Follow” the conversation, “Run a bot” or “Open contact profile”.
If “Case and chat go to the same person” is on in “Case distribution”, assigning a case also assigns its chat, and the other way around. See Assign cases to your team.
Frequently asked questions
- Does a member lose access to anything?
- No. They just see a shorter menu. If they want to build, their user menu says “To build, ask the owner to make you an Admin.”
- Does anything change for owners and admins?
- No. Their menu doesn't change. They still see their FlowApps, “Settings” and everything else.
- What if someone on my team needs to build?
- Give them the “Admin” role in “Settings” › “Team”. Owners and admins see the full menu and build FlowApps.