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Template. You can change anything about this app by describing it in its build chat. See App templates.
Track every case or matter on one board and keep clients up to date without status emails. Each case moves through one set of stages that you define for the workspace. Clients see a plain-language status page for each of their cases, and they’re notified when a case moves to a new stage. Category: Trackers · Used by: your team and your clients · Works with: CRM

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Features

  • One set of workflow stages for the whole workspace, each with a description and a default next step
  • A board with a column for each stage, where you drag cases forward or move them from a card’s menu
  • Cases assigned to a client or a whole company, each with a Title, an Internal owner, and a Next step
  • Updates posted to a case’s timeline, with an option to notify clients about each one
  • A client status page per case: current stage, progress through every stage, the latest update, and what happens next
  • Comments with replies and emoji reactions, shared between your team and the client
  • Search, filters by client or company and owner, and sorting on the board
  • Separate lists for completed and archived cases

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How to use it

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For your team

Before you can create cases, the workspace needs at least one stage. Only workspace admins can edit stages. Other team members see them read-only.
  1. Open the app, open the actions menu at the top, and choose Workflow stages.
  2. Click Add starter stages to start with Intake, In progress, Review, and Completed, or click Add stage to build your own.
  3. For each stage, enter a Name, and optionally a Description of what happens during it and a Default next step. Clients see the description, and the default next step fills in when a case enters the stage.
  4. Drag stages to put them in order. New stages are added at the end.
A stage named Completed (or Done or Finished) marks a case as complete. You can only delete a stage once no cases are in it.
  1. Click Create case.
  2. Choose the client or company the case is for. Choosing a company shares the case with every client in it.
  3. Pick the Current stage and the Internal owner.
  4. Enter a Title. Clients see it on their status page.
  5. Optionally edit the Next step.
  6. Click Create case. The client is notified right away.
Drag the card to another column on the board, or open the card’s menu and choose Move to…. You can also change the Stage on the case page. The client is always notified of a stage change, and the case’s next step updates to the new stage’s default.
  1. Open the case.
  2. Under Post an update, write what happened since the last update.
  3. Turn on Notify clients if you want the client to get a notification about it. Stage changes always notify, whether or not the switch is on.
  4. Click Post update. The update appears in the case’s Timeline.
Clients see every update that has a message on their status page, even if you don’t notify them.
On the case page, click the title, Stage, For, Owner, or next step to change it. Changes save on their own.
Use Search, the client or company filter, and the Owner filter to narrow the board. Use the sort menu to order cards by last updated, created date, or name, or choose Manual and drag cards into your own order.
To complete a case, drop it on Completed at the end of the board or move it to your completed stage. To reopen it, move it back to any other stage. The client is notified either way.To archive a case, drop it on Archived or choose Archive from the card’s menu. Archiving is silent, and clients no longer see the case. To bring it back, open it from View archived and choose Restore case.Find finished cases under View completed and View archived in the actions menu. Cases can’t be deleted.
Comments appear on the case page under Comments. Write a comment, reply to one, or react with an emoji. The client sees the same thread.

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For your clients

Clients see Your cases, grouped by stage with each stage’s description. Cases with something new are marked New, and recent notifications are listed under What’s new. Completed cases stay visible under Completed. Clients can search with Search your cases.
Opening a case shows its title, its current stage and where it sits in the full process, the Latest update, What happens next, and Previous updates.
Under Comments, clients can write a comment, reply, or react with an emoji. The case’s owner on your team is notified.
Clients only see cases assigned to them or to their company, and never see archived cases. Team members with limited client access only see cases for the clients and companies they can access.

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Notifications

  • When you create a case, the assigned client, or every client in the assigned company, gets an email and an in-product notification. If you made someone else the owner, they’re notified too.
  • When a case changes stage, is completed, or is reopened, the client gets an email and an in-product notification.
  • When you post an update with Notify clients on, the client gets an email and an in-product notification with the full update.
  • When someone comments, the case’s owner is notified, and the case’s clients get an in-product notification. Nobody is notified about their own comment.
  • Archiving and restoring a case don’t notify anyone.
Your team can turn off Cases assigned to me and Comments on my cases in their notification settings. To change who’s notified or what the messages say, see Configuring notifications.

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Set it up

1

Add the template

Click Add App in the Dashboard sidebar. Find Case Status under Start from a template, or scroll down to Browse all apps and pick the Trackers filter.
2

Try it as your team

The app lands in your sidebar as a draft. Set up your workflow stages, then create a test case for your test client and post an update.
3

Check the client side

In the builder’s Client view, pick your test client, open the case, and leave a comment.
4

Publish it

Publish the app with visibility set to Hidden from all people, or on plans with custom visibility, limited to your test client. Sign in as your test client to try it in the real client experience, then make it visible to the clients who should use it. See Launching apps.

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Change it with the app builder

This app is a template, so you can change anything about it by describing what you want.
1

Open the build chat

Open Case Status from your Dashboard sidebar, click its name at the top, then click Switch to builder.
2

Describe the change

Write what you want the way you’d ask a teammate. Say who it’s for and where it shows up, such as your team’s board or the client’s status page.
3

Check the preview

The app builder makes the change and updates the preview. Switch between Team view and Client view to check both sides, and pick a client to see it as them.
4

Publish

Click Publish when you’re happy. Until you do, your clients keep seeing the last published version.
Changes people often make to this template:
  • “Add a Waiting on client stage and notify clients when a case enters it”
  • “Add a Target date field to each case and show it on the client’s status page”
  • “Let us attach files to an update so clients can download them”
  • “Add a Case type field with Trademark, Litigation, and Contract, and filter the board by it”
  • “Remind the owner when a case hasn’t had an update in 14 days”
  • “Let clients upload documents from their case page”
See Iterating on apps for how to describe changes well and how to go back to an earlier version. To rename the app, or change who can see it and how it notifies people, click its name at the top and choose Rename app or Manage app.

Client project tracker

Milestones and progress for each engagement

Shared client calendar

A shared calendar of key dates
View this template on assembly.com