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Introduction to cases
Updated over a week ago

Cases is our solution for case management. Automation works with established processes to respond to threats or problems, while cases gives builders a place to solve for the new or unknown. A case in Tines is a collaborative user interface where you can comment, take action, and report on progress all in real-time.

With cases you can:

  • Organize your team around a case

  • Collaborate in real-time on the steps to triage and remediate

  • Take actions based on the information at hand

  • Automate where you can with other workflows or systems

  • Report on what happened and share the outcomes with leadership

Cases are best used in tandem with records, a way to structure event data from across story runs. Records are often attached to cases as artifacts. You can then visualize that data from records and cases in a single view with dashboards. These views help you monitor what's happening across workflows within your team.

To learn more on configuring cases, see our docs.

Key features of cases

The below table outlines the different features of cases.




Easily search and correlate in cases in the UI and via API by record data, case metadata, tags, and more.


Capture granular changes made to cases with case webhook notifications, allowing you to build custom responses.


Take actions from cases via case buttons, which link to any of your existing Tines automations via webhook or page.


Customize key processes to your team by defining your own case statuses, tags, closure requirements, SLAs, and custom roles.


Export individual case data and reporting dashboards for external use.

Cases are an add-on for Tines customers. All customers on a paid plan may opt into a one-time 45-day free trial. You can click here to opt-in automatically or talk to a member of our team to learn more.

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