Cases

Cases are the centre of Matter. Create one case for each matter the team needs to manage.

Create a case

From the agent portal, open Cases and choose New case.

The usual flow is:

  1. Choose a case template.
  2. Enter the main case details.
  3. Link the relevant contacts or organisations.
  4. Confirm client portal access.
  5. Add the document groups and requests the case needs.
  6. Review the requests before sending the client to the portal.

Use data collection packs from Data collection when the matter needs a common document group.

Case details

Case details hold the structured data that identifies the matter. For a migration case, this can include visa type, applicant, sponsor, employer, dates, and other fields the practice uses to organise work.

Keep this data current. It powers the case heading, request grouping, client portal display, and internal review.

Subjects and access

Subjects describe who the case is about. Access controls who can see the case.

Do not treat those as the same thing. A dependant can be listed as a subject without having their own portal login. A sponsor contact may need access even if they are not the primary applicant.

Case tabs

The agent case page is split by job:

  • Overview: core case details and structured information.
  • Requests: document requests and uploaded files tied to those requests.
  • Files: case files, including request files and shared files.
  • Notes: internal and client-facing case notes.
  • Communications: outbound messages sent from the case.
  • Access: client and team visibility.

Use the tab that matches the work. That keeps request review, file review, notes, and access changes from getting mixed together.

Client visibility

The client portal shows the client only the cases, requests, and files they are allowed to access.

Before inviting a client, check:

  • The correct people have case access.
  • Requests are written clearly enough for a client to act.
  • Files visible to the client are intentional.
  • Internal notes or internal-only files are not exposed.

Closing or pausing work

When a case no longer needs action, make sure open requests are resolved or intentionally left as not required. The case record should make it clear why no further client action is needed.