Cases

The Cases screen (Ctrl+2) lists Salesforce cases across every account, not just the one you have open. It is one of the global screens in the sidebar's top section.

Syncing and filtering

Click Sync to pull the latest cases from Salesforce into the local database. By default the list shows open cases only. Click the account switcher in the sidebar first if you want to scope the list to a single account, use the search box to match a case number or subject, or use the priority dropdown to narrow by priority.

Click Closed to switch to closed cases. Closed cases are limited to the last 30 days, an indicator next to the count reminds you of that when the toggle is on. Older closed cases still exist in Salesforce, they are just not synced locally.

The status and priority bars at the top of the screen give you a quick read on how open cases in the current scope break down.

Escalation and staleness indicators

Each row can carry two small icons next to the status and priority badges:

• A red activity icon means the case is escalated, either its status is one of the escalation states (escalated to engineering, escalated to services, internal escalation) or it has a linked Jira ticket. A closed case never shows this, even if it was escalated before it closed.
• A yellow clock icon means the case is stale, no comment (or, if it has never had one, no activity since it was created) in over 7 calendar days. A closed case never shows this either.

Open a case to see the same information as labeled badges in the detail panel header, along with Jira and Slack buttons when the case has a linked ticket or thread. Hovering a button shows the destination's domain before you click it, worth checking since these fields come straight from Salesforce and nothing stops them from being edited to point somewhere unexpected.

Case detail and comments

Click a row to open the case detail panel. It shows the full comment and history timeline, and lets you post a new comment from the box at the bottom (Cmd/Ctrl+Enter submits). A posted comment saves locally and appears in the timeline immediately, it reaches Salesforce only if write-back is turned on, the same queue every other Upsight edit uses. See Salesforce integration for how write-back works.

Use the arrows in the panel (or j/k) to step to the next or previous case in your current filtered list without closing the panel.