KB0014815: Customer Support Portal - How to create a new case and update existing one


Table of Contents

Raising and viewing cases is accessible for users logged in to the Customer Support Portal. For further details see: KB0014814

Creating a new case

Note: before raising a case, you might be interested in searching through this knowledgebase.

It offers troubleshooting and solutions to common issues.

 

To create a new case, use Get Help button on the main page:

 

You will be presented with the Create Case page. Fields Subject, Impact and Description are mandatory.

In the description field, please make sure you provide as many details as possible. This will enable us to promptly handle and investigate the case, which decreases the time required for restoration and resolution.

It also may be useful to attach any screenshots for error messages or resources required to reproduce the issue.  You can do that via the Add attachments button at the bottom of new incident form.

 

Note: As per our support terms, potential P1/P2 cases must be reported via phone. You can still raise a case via the Customer Support portal, but please make sure you also follow it up with a phone call to the Customer Support team.

 

 

Once your ticket is ready, use Submit button to save the ticket. Once ticket is saved, you will be presented with its record in a form of a timeline:

Once it is logged in our system, you will also receive an email confirmation of raising a case:

 

 

Accessing cases and viewing details

  1. Once you are logged in, you will be able to see all cases raised under your company name, including yours. To access those, scroll the main page down. To view details either click on particular case or click View all:
  2. In the ticket view, you will see the details arranged in a chronological timeline, which will also include updates.