Help centre / Desk / Getting started
Open a matter
A matter is one piece of work for a client, such as a purchase or a lease renewal. It sits in a work stream and moves through that stream’s stages until it’s done.
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Start a new matter
On the client’s page, press New matter. You can also press New matter on Home or on Queues, and then choose the client from the list.
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Choose the work stream
Pick the Work stream the matter belongs to. If you only have one, it’s already chosen for you.
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Give it a title
Enter a Title that says what it is, like “Lease renewal, Harper & Lowe”. Type and Reference in your other system are optional.
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Open it
Press Open matter. If we already act for someone with a similar name or company number, you’ll see Have a look before you open it with who they are, and you can check them before pressing Open it anyway.
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Keep it moving
On the matter’s page, use Stage to move it on, add people under On this matter, and set key dates under Dates. Tick items off the Checklist as you go, and use Change owner to hand it to someone else.
When a second person needs to sign off
Some stages need a second person to agree before the matter moves on. The matter then shows Waiting for a second person to sign off, and anyone other than the matter’s owner can press Sign off, or add a note and press Send back.
Your organisation may use its own words for clients, matters and owners, and the page follows them.
If something goes wrong
The matter won’t move to the next stage. The stage may need its checklist finished first, or be waiting for a second person to sign off. Finish the checklist or ask a colleague to sign it off, then try Stage again.
Still stuck? Write to [email protected] and we'll get back to you.