Overview
The following step-by-step will guide you through creating a new case in Hona.
This is only relevant to those with Stand-Alone Hona Orgs. If you are integrating your Hona Org with your CMS/CRM, please visit our Integrations page to figure out how to sync your case and client information into Hona.
The term "Project" in Hona is used interchangeably with "Case" and "Matter"
1. Add Project
From the side-bar, click "Projects" to navigate to your Project Dashboard. Click on the + button (visual below) to add a new Project.
2. Enter in the Case Details
Project Name is the name of the case. By default configuration, your client will see this at the top of their Portal.
Here is where you will assign the Project Type (Case Tracker) that should be assigned to this client based on their case type
Hona Enabled
Yes = Client is eligible to receive automatic notifications queued to send to them
No = Client is not eligible to receive automatic notifications. If any automatic notifications are triggered to send (due to your Hona configuration), this "No" value will cause those notifications to cancel out before actually sending. This ensures that your clients only stop receiving automatic notifications without disrupting either of your ability to 2-Way Message.
Search here to attach an existing Client to the case. You can select "+ Create Contact" if this is a new Client who has yet to have a contact created for them in Hona.
The Team drop-down will allow you add your Team Members to the case. Team assignments are primarily used to manipulate notification preferences for your staff, but can also be used to display assigned Team Members in the Client Portal.
Unlike Team Members, Followers only have access to the projects they are assigned to. This role is ideal for team members who need visibility into client progress but don't need to take action. Followers can send messages when the feature is enabled by an Admin in Company Settings.
Conclusion
Taking the time to fill out your client's case details and correctly ensures smooth communication and a better client experience using Hona.
If you’d like to learn how to bulk upload multiple projects at once, check out our related support article here.