Portal in the mobile app lets you create cases quickly and interact with support agents on the go. The app sends push notifications when the case status changes or an agent sends a new message. You can use the app even if you have no internet access. After the connection is restored, the app uploads the changes to Creatio. Learn more in a separate article: Get started with the mobile app setup.
To get started, install the mobile app. Learn more in a separate article: Install the app.
Launch the app on your device. Then, enter your site URL, tap Next and log in to the site as a portal user (Fig. 1).

The Cases section lets you:
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Create cases.
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Add images and files required for troubleshooting to cases.
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View details of registered cases.
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Interact with support specialists.
Create a new case
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Go the Cases section. To do this, tap
→ Cases.
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Tap the
button. This opens the New case box.
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Fill out the case profile:
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Select the case category to accelerate case classification and transfer cases to dedicated experts faster: “Service request” or “Incident.” The field is required.
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Elaborate on the case in the Description field (optional).
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Attach files to the case (optional). To do this:
- Tap the
Attach button.
- Specify the source of the files to attach.
- Select the relevant files. By default, you can upload files up to 10 Mb. On the Attachments tab of the case record, you can view any attachments added when creating the case or as part of a conversation with support agent.
- Tap the
-
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Tap the
button.
As a result, a new case will be created and added to support processing queue immediately (Fig. 2).

Reply to messages from support agents
You receive a push notification when a support specialist sends you a new message. To reply to the message:
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Open the Cases section. To do this, tap
→ Cases.
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Open the case on which you need to reply.
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Go to the Processing tab. Enter the message, attach files if necessary, and tap the
button.
The app displays conversations with support agents as chats (Fig. 3).

Search for a case
You can search for a case by description or number in the case list. To search for cases:
- Open the Cases section by tapping the
button → Cases.
- Tap the
button at the top of the screen. This opens the search bar.
- Enter a part of the case number or description in the search bar.
- The app displays the index of cases that match the search criteria (Fig. 4). If the app finds no such cases, it displays the “No data” message.

Customize the case list
You can customize the appearance of the Cases section list. By default, the list displays:
- “Title:” case number.
- “Subtitle:” case status and solution time.
- “Additional columns:” case description.
To customize the appearance of list columns:
- Open the Cases section by tapping the
button → Cases.
- Tap the
button at the top of the screen.
- Select the “Customize” item on the setup page or tap the Edit button (Fig. 5).
Fig. 5 Customize the list in the mobile app
- Tap the column toggles to display the columns in the list (Fig. 6).
Fig. 6 Set up the columns to display in the case list
If you hide all available columns, the app applies the default list appearance.