Who owns a case when a customer requests support?

In the context of a contact center, when a customer requests support, the ownership of the case typically falls to the service agent. Service agents are the frontline representatives who interact directly with customers to resolve their inquiries and issues. They are responsible for managing the case from inception through resolution, which includes gathering relevant information, facilitating communication, and ensuring that the customer's needs are met effectively.

This role is vital as service agents play a key part in the customer experience. They have the necessary training and tools to address customer concerns and serve as a point of accountability for the resolution process. Other roles like service managers and incident managers are more focused on higher-level management and operational oversight rather than direct customer interactions, which distinguishes the service agent's role in owning cases based on customer requests for support. While a customer may initiate the case by reaching out for help, the responsibility to manage and resolve that case lies firmly with the service agent.