Case Flags: Intelligent Prioritization for Customer Service Teams

Great Visual Tool

Case flags is what Service Cloud is missing. It's great for the visual representation of when cases need touch points. Easy to set up and maintain. The support from Vicasso is also amazing. If something is not working, they are on call to help and will make sure things are resolved.

Great app and excellent support

We have been successfully using case flags app since 2017 to provide case data. It is a valuable tool that requires minimal maintenance. Support is excellent, and during a recent data archive exercise we are conducting they respond quickly & knowledgably to address all our questions.

Great for case prioritization, backed by excellent support

We rolled out Case Flags alongside Email to Case Premium in a new org, and it's quickly become central to how our support team works their queue. The visual flags make it immediately obvious which cases need attention next, and the response-time tracking keeps follow-ups from slipping through the cracks — a big step up from sorting list views by date. As with E2CP, Vicasso's onboarding was first-class. Our Customer Success Engineer, walked us through the configuration in dedicated sessions, followed up with recordings and written recaps, and checked in regularly until we were up and running. Setup was straightforward and the documentation is thorough.

Game-Changing Visibility and Workload Control

We implemented Case Flags to help our support teams manage their daily case volume, and it has been a tremendous help. The visibility it provides into our workload has completely transformed how we prioritize our day-to-day tasks. What really sets this app apart is the flexibility of the features, like the Custom Aging Speeds, which allow us to tailor the flag levels to our specific business hours and service tiers. It ensures nothing falls through the cracks and our SLAs are always top of mind. Beyond the product itself, the support team is unmatched. They are always happy to help, incredibly responsive, and genuinely invested in our success. If you are looking for a way to streamline your Salesforce case management, I cannot recommend Case Flags enough! Jessie is amazing and has been instrumental in the success of this within our organization.

Vital Tool for Response Times & World-Class Support

Case Flags is a game-changer for our support teams. The product itself is intuitive and solves the "black hole" problem of case management by providing clear, color-coded visual indicators that keep our teams focused on the right priorities at the right time. It has significantly improved our SLA consistency and visibility. Beyond the software, the support team is phenomenal. We recently migrated our business from one Salesforce production instance to a new one and the Case Flags team helped us ensure that their product went live in the greenfield org without a hitch. They extended courtesy licenses to us to ensure our cutover was seamless and stress-free. (The org launch was very stressful and plenty of fires to extinguish but Case Flags was not one of the fires) It's rare to find a product that is both functionally superior and backed by such a helpful, partner-oriented team. If you need to manage case response times effectively, this is the app to get.

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Case Flags is an outstanding tool for case management in Salesforce. The functionality is robust and intuitive, making it easy to track and prioritize cases. The support team is exceptional, they respond quickly and are always helpful with any questions or issues. I highly recommend Case Flags for anyone looking to enhance their case management process with reliable support and great features.

Amazing app to keep your customers informed

We greatly value using Case Flags, as it enhances our daily interactions throughout the case lifecycle. What truly stands out is its flexibility—the ability to configure response times, SLAs, and SLOs based on geographic location, account level, and business hours, among other factors. Leveraging Case Flags has empowered our team to keep customers well-informed and consistently drive strong CSAT results.

Case Flags by Vicasso is a fantastic solution for case management in Salesforce.

It’s much easier to configure than native Milestones and gives clear visual cues for SLA tracking and priorities. The Vicasso support team is exceptional — incredibly knowledgeable, responsive, and helpful. Highly recommend for any team looking to simplify and improve their case workflow.

Reliable and effective for managing case priorities

Case Flags made a big difference in how we manage support cases. The colour-coded flags provide instant visibility into case priority and SLA status, helping us focus on what needs attention first. Setup was straightforward, and the flexibility to define flag rules for different case types and time thresholds fits well with our processes. It integrates seamlessly into list views and the Service Console, so adoption by the team was quick. The solution is stable, easy to maintain, and has reduced the need for custom automation or manual tracking. Vicasso’s support team has also been responsive and helpful whenever we needed assistance. Overall, Case Flags is a simple but powerful tool that improves visibility, efficiency, and SLA management, highly recommended.

Game Changer for Case Management

Case Flags has made a huge difference for our team. Implementation was great thanks to their excellent support—every question was answered promptly. Now, we can instantly identify and prioritize high-impact cases, keeping the team focused on what matters most.