Cases

Tracks customer service tickets or support requests, including case creation, updates, and resolution status.

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 case record.
CaseReason	String	False	Reason the case was created, such as inquiry, complaint, or product issue.
CaseNumber	String	True	System-generated number used to track the case.
CaseOwner_Id	String	False	Identifier of the user assigned to handle 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 related to the case.
ProductName_Name	String	True	Name of the product associated with the case.
Priority	String	False	Priority level of the case, such as high, medium, or low.
Type	String	False	Category or classification of the case.
CaseOrigin	String	False	Source from which the case originated, such as phone, email, or web form.
Subject	String	False	Subject line or title that summarizes the case.
RelatedTo_Id	String	False	Identifier of the related module record, such as a contact or lead.
RelatedTo_Name	String	True	Name of the record from the related module.
AccountName_Id	String	False	Identifier of the account associated with the case.
AccountName_Name	String	True	Name of the account linked to the case.
DealName_Id	String	False	Identifier of the deal associated with the case.
DealName_Name	String	True	Name of the deal linked to the case.
No.ofcomments	Int	True	Total number of comments added to the case.
ReportedBy	String	False	Name of the person who reported the case.
Email	String	False	Email address provided by the person who reported the case.
Phone	String	False	Phone number provided by the person who reported 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	Timestamp indicating when the case record was created.
ModifiedTime	Datetime	False	Timestamp indicating when the case record was last modified.
Tag	String	False	Comma-separated list of tags associated with the case.
Description	String	False	Detailed description of the issue reported in the case.
InternalComments	String	False	Internal comments for staff use only, not visible to customers.
Solution	String	False	Solution provided or action taken to resolve the case.
AddComment	String	False	Additional comment to append to the case record.
Comments	String	True	Public comments associated with the case, viewable by the customer.
Locked	Bool	True	Indicates whether the case record is locked from editing.
LastActivityTime	Datetime	False	Timestamp of the most recent activity related to 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 records during an upsert. Multiple fields are allowed in the REST API, but only one field is allowed in the BULK API.
Trigger	String	Specifies whether to trigger workflows or automation rules when inserting the record.
CustomViewId	Long	Identifier of the custom view used to filter this record. Only applicable when the useCOQL parameter is set to false.

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