Cases is the service and request management module of the So365 One platform.
It gives teams a simple, governed way to triage, track and resolve service requests directly inside SharePoint, Teams and Outlook - with all data staying securely in your Microsoft 365 tenant.
Support multiple case types, tailored workflows, configurable case templates, timeline tracking, outcomes reporting and rich case histories, all within a familiar Microsoft 365 experience.
Built for more than tickets
Create multiple case types, each with their own fields, workflows, templates and reporting requirements. Whether you're managing support requests, advisory services, compliance cases, HR matters or customer enquiries, Cases adapts to the way your organisation works.
One unified solution for sales → delivery → support
Three modules. One shared Microsoft 365 data foundation. End‑to‑end operational insight.
Cases works seamlessly alongside CRM and Projects as part of the integrated So365 One platform.
Cases link automatically to customers and active projects
Support teams see full context without chasing for details
Opportunities → Projects → Cases stay connected throughout the lifecycle
Designed to work with Microsoft Copilot experiences across the full journey
Configurable by design - extend fields, workflows and automations as needs evolve
Support multiple case types and processes
Associate multiple contacts and stakeholders
Your organisation gets true 360° visibility - without switching tools.
Key Cases features
The essentials - with much more available.
Prioritisation & assignment
Assign owners, manage queues and track SLAs clearly across teams.
Link to CRM & Projects
Cases stay connected to customers, contacts, opportunities and project work.
Case summary workspace
Give advisers and case workers a concise overview of key information, progress, actions, milestones and priorities at a glance.
Case intake, templates & triage
Create cases consistently from Teams, SharePoint, Outlook or forms, with configurable case templates for different service types and processes.
Activities, communication & stakeholders
Store updates, comments, emails and documents within Microsoft 365, while linking multiple contacts and stakeholders to each case.
Timeline, audit trail & history
View a complete timeline of communications, interventions, milestones and activity history, with every action logged automatically.
Dashboards, reporting & outcomes
Monitor volumes, trends, outcomes and service performance through rich reporting and Power BI-ready dashboards.
Why organisations choose So365 Cases
Built on the Microsoft 365 foundation you already trust
Microsoft 365-native foundation
No external ticketing system - all case data stays in your tenant
Fast adoption - teams work in Teams, Outlook and SharePoint
Designed to work with Microsoft Copilot - for summaries and insights
Lower cost of ownership - no standalone case tools or external integrations
Strong governance - permissions, sensitivity labels and retention apply automatically
Simple automation - notifications, escalations and workflows via Power Automate
Lower cost of ownership - no standalone case tools or external integrations
Flexible case templates - for different service teams, departments and service types
Timeline tracking & outcomes - for governance, compliance and service improvement
What Cases unlocks as part of So365 One
Seamless visibility across sales, delivery and support
Clear, structured case management tailored to different case types and service processes
Faster resolution through full customer and project context
Stronger governance and audit readiness
Higher adoption through familiar Microsoft tools
Automated escalations, reminders and service workflows
Better outcomes reporting and evidence capture
Full visibility of stakeholders, communications and interventions
Faster onboarding for advisers and case workers through a unified case workspace