Fast Track Cases

Fast Track is useful for dealing with email enquiries that you want to respond directly via email, but should still be logged on eCase.

You get the benefit of keeping a record of your emails on eCase and a full correspondence history between your organisation and its correspondents without needing to create a full case in order to send the response. You also get the advantage of being able to report on the emails or enquiries as a specific case type in your performance statistics.

Any team member that has the Close Fast Track cases privilege on their user account will be able to view and process Fast Track cases. For example, if you respond directly to the correspondent via a shared inbox, you can BCC the case into eCase using the unique email of new.fasttrack@your-eCase, where you will change the ‘your-eCase’ with the name of your eCase domain, for example new.fasttrack@organisation.ecase.co.uk or new.fasttrack@organisation.ecase.gov.uk. When you are ready, you can then close these cases in bulk.

NOTE Fast Track cases will also work with new.fastrack@your-eCase, fasttrack@your-eCase and fastrack@your-eCase.

Fast Track allows you to log the case in eCase for audit purposes and provides tracking of the correspondent for future cases that are received. The email address will be taken from the email response, and if you have responded to the email with a ‘Dear [name]’ or ‘To [name]’ salutation, the name used will appear in the Recipient Name field. These details will be used and logged onto the case as the Correspondents Details.