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Triage new Vtiger support cases

Cases reach Vtiger from email, the customer portal and your own team all day, and each one still needs a person to read it and pick a team and a priority.

Cotlet does it in your own Vtiger account with list_cases, get_case and update_case, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Vtiger do this on its own?

Vtiger routes cases with Mailroom rules (Settings > Automation > Mailroom, action Create/Update Cases with Assign to Group, Assign to User and Assign to SLA) and with SLA policies (checked 22 Oct 2026). Both are fixed settings, and neither reads the text of a case to choose a team or a priority. Zapier's Vtiger app has a Create Case action and no action that updates a case.

How you do it in Vtiger today

  1. A support lead opens Main Menu > Support > Cases and reads every case with the status New.
  2. To send a case to a team, the lead opens it, clicks Deep Dive, picks the team in the Group picklist and clicks Save. Assigned To picks a person in that group.
  3. The lead sets Priority to Urgent, High, Medium or Low. A case becomes Assigned once it is assigned to a person.
  4. To apply an SLA, the lead selects one in the SLA Name picklist, which shows customer SLAs only, and saves.
  5. Cases created from email follow one fixed Mailroom rule, so every new case lands in the same group with the same priority until someone moves it by hand.

How to triage new Vtiger support cases

Prompt

Go through Vtiger cases with status New. Read each one, set the group (Billing or Support) and the priority, and leave anything about refunds over 500 for me.
  1. 01

    Collect the untriaged cases

    list_cases runs with status New and follows next_cursor to the end of the queue. Cases already assigned to a person are not in it, so work a colleague started is left alone.

  2. 02

    Read the whole case

    get_case returns the description, contact and any group or SLA already set. A case that has a group is only changed if your prompt says so.

  3. 03

    Apply your routing rules

    The agent matches the text against your rules, for example "invoice or charge goes to Billing" and "cannot log in is High". It uses group names it saw in earlier list_cases results and quotes the words it relied on.

  4. 04

    Set group and priority

    update_case sets group and priority, and an SLA when your prompt names one. It does not set Resolved or Closed in this job. A group or SLA that the CRM does not have fails, and the error lists the valid names.

  5. 05

    Leave the sensitive ones

    Refunds over your limit, legal wording and angry customers are listed for you with the reason and are not changed.

What you get back

Example data

New cases: 7
Routed 5:
- #3318 "Invoice 1042 charged twice" to Billing, High
- #3319 "Cannot log in to the customer portal" to Support, High
Left for you 2:
- #3322 "Refund of 640 requested" (over your limit)
- #3325 "Third complaint this month" (tone)

Other ways to ask

  • Only route cases from contacts at organizations with an open deal and set them to High.
  • Every hour, list Urgent cases that still have no group.
  • Show me how each new case would be routed, but change nothing.
  • Apply the Gold customer SLA to every case from my top five organizations.

What Vtiger allows, and what to know first

  • Vtiger cases use the statuses New, Assigned, Open, Wait for 3rd party, Wait for customer, Resolved and Closed, and Closed applies by itself after a case stays Resolved for a set time.
  • Case priority is Urgent, High, Medium or Low.
  • The SLA Name picklist on a case shows customer SLAs only. Internal SLAs do not appear in it.
  • An admin who ticks Default SLA on an SLA policy under Settings > Support > SLA Policies applies it to all new cases.
  • Zapier's Vtiger app can create a case but has no action that updates one.

update_case asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Vtiger Help: How do I create a case · Vtiger Help: Statuses of a case · Vtiger Help: How do I assign a case to a team · Vtiger Help: How do I assign an SLA to a case · Vtiger Help: Mailroom rule to create cases

Call update_case from a script

curl

curl -X PATCH https://cotlet.dev/api/v1/vtiger/records/3318/case \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"group":"Billing","priority":"High"}'

Example response

{
  "record_id": "3318",
  "title": "Invoice 1042 charged twice",
  "status": "New",
  "priority": "High",
  "group": "Billing",
  "assigned_to": null,
  "sla_name": null
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is vtiger_write → update_case. Example data.

Schedule it in n8n, Make, Zapier or cron

Vtiger tools this automation uses

Cotlet Vtiger tools used to triage new Vtiger support cases
Tool Parameters
list_cases status, priority, group, assigned_to, limit, cursor
get_case record_id
update_case record_id, status, priority, group, assigned_to, sla_name
All 10 Vtiger tools with descriptions

Frequently asked questions

Is it safe to connect Vtiger to Cotlet?

Yes. You sign in to Vtiger yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Vtiger once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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