Follow a single case — a Linear ticket, a Zendesk ticket, a Salesforce case — across every person and app that touched it, from start to finish.
Why it matters
Optimize normally tracks work as separate sessions. But a real case moves through several people and tools over several days. Case ID tracking links all of that into one timeline, so you can see the full cycle time for a case — and how much of it was actual work versus time spent waiting between people.
Before you start
- You need to be an Optimize system admin to create or manage Case ID rules.
- Anyone with Optimize dashboard access can ask the agent about cases once rules exist.
- The case ID must appear in the page URL. This works for Salesforce, Zendesk, Jira, and ServiceNow. IDs that only show on-screen or inside an embedded iframe aren't picked up yet.
How to set it up
- Go to Settings → Case ID rules.
- Open the Suggested tab. Optimize lists case ID patterns it already found in your last 7 days of activity, with sample IDs and how many instances each would cover.
- Add a suggested rule, or write your own if you know the ID format.
- Once a rule is added, Optimize tags the last 7 days of matching activity and keeps tagging new work going forward. Deleting a rule removes the case IDs it found — your workflows and instances aren't affected.
Try asking the agent
Once a rule is set up, ask things like:
"Which Zendesk tickets were open the longest this month, where did they wait, and how many people worked on them?"
The agent can also rank your cases and walk through any single case step by step — cycle time, active vs. waiting time, and how many people and apps were involved.