what is the difference between Save, Save and Close and Save and Route in a Case>

Question

Philomena Alongi 0

what does Route mean? User's image

1 answer

Answer 1

Harold Milan 17,365 Independent Advisor

Hi,

Here's a simple way to explain those:

Save = Just saves your edits.

Save and Close = Saves your edits and exits the case.

Save and Route = Saves your edits and sends the case to the next step/queue/assignee.

I hope this helps!

Julian Sharp 15,966 Reputation points

2026-02-05T23:52:15.3633333+00:00

Save & Route will apply the routing rules that have been configured for your cases and will either reassign the case to a user or team or will add the case to a queue.