Answer
Every relevant case needs a responsible person or team. Rules can suggest or assign them based on customer, region, case type or existing relationship. Deadlines arise from an appointment, a service level or an explicitly set follow-up date. Overviews show overdue, blocked and not yet assigned cases.
Cover should be planned as part of the process. During absences, a team must be able to take over open cases without having to search private mailboxes. At the same time, not every message needs a complicated escalation chain. The rules are adapted to the value and risk of the case. What matters is that an open case does not disappear just because someone has read an email.
As of 3 September 2026
Further reading
Related topic: Workspace: inbox and cases