Managing Cases as Staff

The case list

tinycase.app/cases lists every case for your org, newest first, filterable
by status (open, pending, resolved). New submissions email you as they come
in — there's no separate notification center to check.

Replying

Replying requires Pro. On Free, the case list and case detail still work for
reading submissions, but the reply box is disabled with a note to reply from
your own inbox instead.

Each reply can carry an attachment (same limits as customer uploads: PNG,
JPEG, GIF, WEBP, PDF, or plain text, 5 MB max).

Internal notes

Any reply can be marked internal instead of sent to the customer — useful
for leaving context for yourself or a teammate on the case. Internal notes
never appear on the customer's case page, but they're included in what the
AI tools see (draft, summarize).

Status

Open, Pending, or Resolved. Pending requires Pro; Open and Resolved are
available on Free too. Resolving a case starts the 30-day window after which
the customer can no longer reply on that case page (see Submitting and
Tracking a Case).

Related cases

The case detail page shows up to 5 other recent cases from the same
customer — matched by customer record or, failing that, by email — so
repeat context is visible without searching.

AI tools (Pro)

Four tools live in the case sidebar, all opt-in per case:

• Draft reply — writes a first-pass reply grounded in the case thread
  and any matching docs. Start typing your own draft first and use it again
  to refine what you've written instead of starting over.
• Summarize — 2-3 sentences: what the customer needs, current status,
  anything you should know before replying. Useful for picking a case back
  up after a while.
• Similar cases — other cases whose subject shares keywords with this
  one, most recent first.
• Doc search — docs matching the case subject, shown automatically
  alongside the case (also feeds the Draft tool's citations).

All four only search your docs — public collections and the internal
knowledge base alike — never the open internet. See Writing and
Publishing Docs for how to keep that material worth searching.