Managing Cases

  • What is a case? Is it the same as a ticket, issue or bug?
    A case is whatever you need it to be. It can represent a bug, a ticket, an issue, a feature, a milestone or even a whole project.
  • How do I create a case?
    There are several ways to create cases:
    • Manually enter case information through the website.
    • Cases can be created by email. If your account alias is "support" (e.g.,, then email sent to will become new cases automatically.
    • Cases can also be created through the Envoy API.
  • How do I assign a case?
    You assign a case by changing its owner when you edit it.
  • Can I assign a case to more than one person?
    No, only one person can own a case at a time. This is because if more than one person has responsibility for something, it usually means that nobody has. 
  • How do I close a case?
    Only the person who opened a case can close it. It a case was added automatically (for example, by email or through the API) it can only be closed by the first person to edit it. If a case is assigned to you and is currently active, you can:
    • If the case was created by you, you can mark it as closed.
    • If the case was not created by you, you can mark it as resolved. It will automatically be assigned to you
  • How do I delete a case?
    Cases can not be deleted. This is to ensure transparency and accountability in the system.
  • Can I bulk edit cases?
    Yes. There is a checkbox next to every case in a case view. When you check a box, bulk editing options will appear.
  • Does Envoy support projects or milestones?
    At the moment, Envoy does not support projects or milestones, except as cases themselves.