Open Cases By Owner Report in Salesforce [Step-by-Step Guide]

Imagine your support manager asks, “Can you show me how many open cases each support agent is currently handling?”

If you don’t have a report ready, you’ll have to manually check multiple case records and count them yourself, which can take a lot of time.

The Open Cases by Owner report in Salesforce makes this easy. It groups all open cases by case owner, allowing you to quickly see how many cases are assigned to each support agent.

This helps managers balance workloads, identify agents who may have too many cases, and ensure no customer issues are being overlooked.

In this step-by-step guide, you’ll learn how to create and use the Open Cases by Owner report in both Salesforce Lightning Experience.

I’ll cover the exact navigation steps, report settings, and practical tips that Salesforce admins commonly use in real-world support teams.

What Is an Open Cases by Owner Report and Why Is It Important?

In Salesforce, a Case represents a customer support request, issue, or question. Each case has a Status field that shows its current state. Common statuses include New, Working, On Hold, and Closed. Any case that is not closed is generally considered an open case.

The Open Cases by Owner report shows only open cases and groups them by the Case Owner (the user assigned to handle the case). Instead of reviewing a long list of cases one by one, you can quickly see how many open cases each support agent is managing.

For example:

This report helps support managers understand workload distribution across the team. In the example above, Emily is handling significantly more cases than James. The manager can use this information to reassign cases and balance the workload before response times or service levels are affected.

Many organizations use this report to monitor team performance, identify overloaded agents, and ensure customer cases are being handled efficiently.

Before You Start

Before creating the report, make sure you have the following:

• Access to Salesforce with permission to view reports.
• The Cases object is enabled in your Salesforce org.
• At least read access to the Cases object.
• Access to the report folder where you want to save the report.

If you are unable to create or view reports, contact your Salesforce administrator to verify your permissions.

Create an Open Cases By Owner Report in Salesforce

Below, I will explain how to create a report on open cases by owner in Salesforce.

Step 1: Open the Reports Tab

• Click the App Launcher, search for Reports, and open it.
• On the Reports page, click New Report.

Step 2: Select the Cases Report Type

1. In the Select Report Types box, search for Cases.
2. Select Cases.
3. Click Start Report.

Step 3: Filter for Open Cases

1. Open the Filters panel.
2. Click Add Filter.
3. Search for and select Open.
4. Set the operator to Equals.
5. Set the value to True.
6. Click Apply.

This filter ensures that only open cases are included in the report.

Step 4: Group Cases by Owner

1. Open the Outline panel.
2. Click Add Group.
3. Search for and select the Case Owner.

The report will group all open cases by their assigned owner.

Step 5: Add Additional Columns (Optional)

You can add useful columns such as:

• Priority
• Status
• Date/Time Opened
• Case Origin

To add a column, click Add Column, search for the field, and select it.

Step 6: Save and Run the Report

1. Click Save & Run.
2. Enter a report name, such as Open Cases by Owner.
3. Select a report folder.
4. Click Save.

The report will display all open cases grouped by their assigned owners.

Admin Tips to Make This Report Even More Useful

Once you’ve got the basic report working, here are a few things I’d recommend doing:

1. Schedule it as a weekly email
   • After saving the report in Lightning, click Subscribe (the bell icon) and set it to email the report to your service manager every Monday morning.
   • This is one of those simple automations that makes a huge difference in team visibility — no one has to remember to check it.

2. Add it to a dashboard
   • Open your saved report, then click Add to Dashboard in the toolbar. Drop it onto a Service Operations or Support Team dashboard as a bar chart component. Managers love having this visible at a glance, without having to run a report every time.

3. Use it for case reassignment conversations
   • This report is a great tool for weekly 1:1s between managers and agents. Pull it up, look at the numbers, and have a data-driven conversation about caseload rather than relying on gut feeling.

1. Pin it to a list view
   • If your service reps want to monitor their own open case count, they can run a filtered version of this report using the My Cases or My team’s cases Show Me filter.

Common Mistakes to Avoid

When creating an Open Cases by Owner report, watch out for these common mistakes:

1. Not Filtering for Open Cases
   • If you don’t add the Open = True filter, the report will include both open and closed cases, which can lead to inaccurate results.
2. Using the Wrong Report Type
   • Make sure you select the standard Cases report type. Other report types, such as Cases with Contact Roles or Cases with Products, may return different results and add unnecessary fields.
3. Saving the Report in a Personal Folder
   • If you save the report in My Personal Custom Reports, other users won’t be able to access it. Save it in a shared or public report folder if managers or team members need access.
4. Forgetting to Apply the Filter
   • After adding the Open filter in Lightning Experience, click Apply to update the report results. Otherwise, the filter changes may not be reflected in the report preview.
5. Grouping by the Wrong Field
   • To see the number of open cases assigned to each user, group the report by Case Owner. Grouping by fields such as Status or Priority will not provide the owner-wise case distribution.

Frequently Asked Questions

Conclusion

The Open Cases by Owner report is a useful Salesforce report that helps you track how many open cases are assigned to each user. By creating this report, support managers and team leads can easily monitor workloads, identify bottlenecks, and ensure customer issues are resolved on time.

Following the steps in this guide, you can quickly create, customize, and share the report with your team. Regularly reviewing this report can improve case management, increase team productivity, and help deliver better customer service.

You may like to read:

• Filter Out Null Values in Salesforce Report
• Get 18 Digit Salesforce Id in Report
• Create Report Sort by Record Count in Salesforce
• Create Row-Level Formula in Salesforce Report
• Create Pipeline Reports in Salesforce

Bijay Kumar

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.