Cases

Handles customer support tickets with fields for status, priority, and resolution details; supports full CRUD operations.

Table-Specific Information

The Cases table is only accessible when connected to a ZohoCRM Enterprise Edition account. If using a different edition, this table may not be available.

Select

This table supports COQL for filtering, meaning that most filters comparing columns to values are submitted server-side.

Insert

The following example demonstrates a basic insert operation:

-- Insert a new case with an email address, a medium priority, and a short description
INSERT INTO Cases (Email, Priority, Description) VALUES ('[email protected]', 'Medium', 'A simple test case')

Required fields: While no fields are strictly required, it is common to include fields such as Email, Priority, and Description when inserting new records.

Any field which is not read-only (ReadOnly = false in the table schema) can be inserted.

Delete

You must specify the Id column in the WHERE clause to delete a record. The following example demonstrates a delete operation:

-- Delete a case by its unique ID
DELETE FROM Cases WHERE Id = '3152079000000153079'

Update

You must specify the Id column in the WHERE clause to update a record. The following example demonstrates an update operation:

-- Update the priority field for a specific case using its ID
UPDATE Cases SET Priority = 'Low' WHERE Id = '3152079000000473022'

Required fields: Id is required. The update must target a specific record.

Any field which is not read-only (ReadOnly = false in the table schema) can be updated.

Columns


Name	Type	ReadOnly	Description
Id [KEY]	String	True	Unique identifier for the support case.
CaseReason	String	False	Reason or cause associated with the case.
CaseNumber	String	True	System-generated number assigned to the case.
CaseOwner_Id	String	False	Identifier of the user responsible for managing the case.
CaseOwner_FirstName	String	True	First name of the user who owns the case.
CaseOwner_LastName	String	True	Last name of the user who owns the case.
CaseOwner_Email	String	True	Email address of the user who owns the case.
CaseOwner_Name	String	True	Full name of the user who owns the case.
Status	String	False	Current status of the case, such as open, closed, or in progress.
ProductName_Id	String	False	Identifier of the product associated with the case.
ProductName_Name	String	True	Name of the product associated with the case.
Priority	String	False	Level of urgency assigned to the case, such as high, medium, or low.
Type	String	False	Classification of the case, such as question, issue, or request.
CaseOrigin	String	False	Source from which the case originated, such as email, phone, or portal.
Subject	String	False	Brief subject or title describing the case.
RelatedTo_Id	String	False	Identifier of the related entity, such as a contact or lead.
RelatedTo_Name	String	True	Name of the related entity.
AccountName_Id	String	False	Identifier of the account associated with the case.
AccountName_Name	String	True	Name of the account associated with the case.
DealName_Id	String	False	Identifier of the deal related to the case.
DealName_Name	String	True	Name of the deal related to the case.
No.ofcomments	Int	True	Number of comments associated with the case.
ReportedBy	String	False	Name of the individual who reported the case.
Email	String	False	Email address used to report the case.
Phone	String	False	Phone number used to report the case.
CreatedBy_Id	String	False	Identifier of the user who created the case record.
CreatedBy_FirstName	String	True	First name of the user who created the case record.
CreatedBy_LastName	String	True	Last name of the user who created the case record.
CreatedBy_Email	String	True	Email address of the user who created the case record.
CreatedBy_Name	String	True	Full name of the user who created the case record.
ModifiedBy_Id	String	False	Identifier of the user who last modified the case record.
ModifiedBy_FirstName	String	True	First name of the user who last modified the case record.
ModifiedBy_LastName	String	True	Last name of the user who last modified the case record.
ModifiedBy_Email	String	True	Email address of the user who last modified the case record.
ModifiedBy_Name	String	True	Full name of the user who last modified the case record.
CreatedTime	Datetime	False	Date and time when the case record was created.
ModifiedTime	Datetime	False	Date and time when the case record was last updated.
Tag	String	False	Tag associated with the case, used for filtering or categorization.
Description	String	False	Detailed description of the case.
InternalComments	String	False	Internal-only comments about the case, not visible to the customer.
Solution	String	False	Proposed or applied solution to resolve the case.
AddComment	String	False	Comment added to the case during follow-up or resolution.
Comments	String	True	All comments recorded for the case.
Locked	Bool	True	Indicates whether the case record is locked from further modifications.
LastActivityTime	Datetime	False	Timestamp of the most recent activity on the case.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.


Name	Type	Description
DuplicateCheckFields	String	Field or fields used to identify duplicate case records during upsert. The REST API allows multiple fields, while the BULK API supports only one.
Trigger	String	Flag to determine whether to execute automation rules during record insertion.
CustomViewId	Long	Identifier of the custom view used to filter the record when the useCOQL parameter is set to false.

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