What is Case Management?
Case Management lets you create a dedicated record — called a case — for any situation that needs ongoing attention. This might be a support referral, a safeguarding concern, an employment support journey, or any other complex situation you're tracking for someone.
Each case has its own space for notes, files, comments and a full activity history. Cases are linked directly to people in your CRM, so everything stays connected.
Finding Cases
You can access Case Management from the navigation bar at the top of any GoodCRM page. Look for the briefcase icon.
Switching between views
You'll find three quick-access views on your main Cases view:
All Cases — every case in your organisation
My Cases — only cases assigned to you
Unassigned Cases — cases with no assignee yet
Filtering Cases
To narrow down the cases you're looking at, click the filter icon (the funnel icon to the right of the view tabs). Then click + Add Filter to set your criteria.
Status (Open or Closed)
Assignee — show cases assigned to a specific team member
Person — show cases linked to a specific person
Created date, Modified date
First Opened, First Closed, Last Opened, Last Closed — useful for reporting on response times
You can combine multiple filters to get exactly the list you need, and save your view for future use.
Searching and sorting
Use the Search by Case Name bar to find a specific case quickly. You can also change the order cases appear using the Sort by dropdown — options include Recently Edited, Newest, Oldest, and alphabetical sorting.
Creating a New Case
To create a case, click the + New Case button in the top-right corner of the Cases page.
A panel will open on the right-hand side with a blank case form. You can then fill in the details:
Case name — give the case a clear, descriptive title (e.g. "Employment Support Referral")
Assignee — the team member responsible for managing this case
Person — the individual from your CRM that this case relates to
Case Details — a rich text space for notes, background information, goals and next steps
Files — attach relevant documents (any file type, up to 10MB each)
💡 Tip: Use the Case Details section like a working document — it supports headings, bullet points, bold text, and links, so you can structure your notes clearly.
Each case is automatically assigned a unique reference number (e.g. CASE-00001) so it's easy to refer to and find.
Working Inside a Case
Click on any case in the list to open it. The case panel slides in from the right, showing all the information about that case.
Changing the status
Every case has a Status shown in the top-right of the case panel. You can set it to:
Open — the case is active and ongoing
Closed — the case has been resolved or completed
Click the status dropdown to change it at any time. You can add new case statuses under Tools & Settings > Case Settings.
Comments
The Comments tab at the bottom of the case panel is where your team can have a conversation about the case. Add a comment to share an update, flag something important, or keep a record of a conversation you've had.
Comments support rich text formatting and you can attach files to them too. Every comment shows who wrote it and when.
Activity log
The Activity tab shows a full history of everything that's happened on the case — when it was created, when fields were changed, and who made each change. This is automatically recorded, so there's nothing extra you need to do.
Connected Data
The Connected Data tab shows any records from elsewhere in GoodCRM that are linked to this case — for example, memberships, orders, or programme enrolments. This gives you a full picture of the person's relationship with your organisation in one place.
Case Actions
Click the three-dot menu (⋯) at the top of any case to access quick actions:
Add Record — link an existing record from your CRM to this case. You'll need to add a Case connection field to your Record form to do this.
Add Comment — jump straight to the comment box
Delete Case — permanently removes the case
⚠️ Note: Deleting a case is permanent and cannot be undone. Make sure you're certain before using this option.
Customising Your Columns
You can choose which columns appear in the Cases list by clicking the Columns (⚙) button on the right-hand side of the list.
The default columns are Name, Status, Assignee and Person. You can also add:
Created — the date the case was created
Modified — the date the case was last updated
Any other custom fields you've enabled
Customising the Case Panel Layout
You can also control which fields appear inside the case panel itself. Click the settings icon (⚙) at the top of any open case to open Configure View Fields.
This lets you add extra fields to the case detail section — useful if your organisation uses custom fields or wants to surface specific information prominently.
Tips for Getting the Most from Case Management
Use the Assignee field to make sure every case has a clear owner — this also makes the "My Cases" view much more useful.
Write detailed Case Details from the start — it saves time later when a colleague needs to pick up the case, or when you need to review what happened.
Use Comments for day-to-day updates and Case Details for the core, structured information. That way the case stays easy to read.
Close cases when they're done — it keeps your "Open" view tidy and makes reporting more accurate.
Create custom fields for your outcomes and actions — this will allow you to track and report on your key outcomes easily across all cases (for example, how many cases were closed and the service user was referred to an external organisation in 2025)