What a Case Is
A case is anything that needs following up: a complaint, a wholesale enquiry, a delivery problem. Cases have their own lifecycle: New → In progress → Resolved → Closed.
How Cases Are Created
- Automatically, from a website form submission
- With the pages they viewed before getting in touch, if you have website visitor tracking switched on
- Manually, from a contact or company page
- From an existing conversation, when a question turns into something bigger
Conversation and Notes
Everything said on a case stays on the case: internal notes, replies, status changes. You can @mention a teammate in a note and it lands in their My Work queue.
Turning an Enquiry Into an Order
If a case turns out to be a sale, you can convert it: Dinopix creates the order on the case's contact, carries the conversation across to the order's notes, and closes the case with an audit note explaining why.
Cases vs Order Status
These are deliberately separate. A case is a piece of work; an order status describes a purchase. A cancelled order can still have an open case, and vice versa.