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What is the difference between a Case /Ticket and Action?

What is the difference between case /action and Ticket ? and how do we start them in Enate ?

Hi @Hanna

Cases are used to model processes, for example “Recruitment” in an HR context, here the whole case is piece of work to complete by a certain date, but it is “made up” of a flow of smaller activities (Actions) which also have due dates, with the aim of completing all the work necessary to hit the Case’s deadline. An Action on the “Recruitment” Case might be “Short list candidates”.

Tickets are typically used for service-centre scenarios, where a request is made and dealt with by an individual. It’s a simple, singular piece of work un-related to other pieces of work.

You can start case from the work manager, call handling page or through web API calls available on Enate.

A ticket can be started through input channels (e.g. emails), call handling page or through web API calls available on Enate.