Choose the starting point based on who is providing the information and whether the work needs review.
Share an active case request form with clients or requestors who need to provide information themselves. They complete the configured questions without signing in, and your team receives a request to review. This is useful when you want a consistent intake process instead of piecing together information from several messages.
If a client provides information by phone or another channel, an authorized staff member can use Case Requests > New Case Request to enter it on their behalf. This preserves the review stage even though the requestor did not use a public link. Internal request creation requires Full Access and Manage Request Forms.
Use Cases > New Case when an authorized user is ready to create the operational case without an intake decision. The direct case wizard has its own steps and requirements, including a primary subject. It is a different workflow from submitting a request.
If a request already exists and should become a case, accept that request instead of independently creating another case for the same work. Keeping the request and resulting case connected makes the original submission and decision easier to trace.