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Managing Support Cases

You can view and manage all of your support cases from the Support Center in the Customer Portal. From there you can track, receive updates, and make modifications to your cases.

note

The Company Administrator user can view all the support cases under a given organization. Other users can only see the cases they created themselves.

Support Case History​

The Support Case History table lists all your support cases.

To view the table:

  • Click ? Support at the top right corner of the page and select Track Your Support Case.

OR

  • Click the Support Cases tab in the Support Center.

By default, the Support Case History displays the Open tab with all open cases.

Support Case History Filters and Searches​

Pre-configured filters are available as tabs across the top of the Support Case History table.

  • Open – View your current open cases and filter by date range.
  • Action Required – Cases that require further action or additional details from you.
  • Closed – These are past cases that have been resolved and closed.
  • All – This last option will show all your cases from past to present.

To change the sort order (ascending or descending), click the arrow in the Case Number heading cell.

To customize which columns appear in the table, click the gear icon in the table heading row.

Support Case History Status​

You can also filter the support case history table using the Status drop-down menu.

  • Submitted – View your current open cases and filter by date range.
  • In Progress – Cases that are currently being worked on.
  • Action Required – Cases that require further action, or additional details by customer.
  • Canceled – Cases that have been canceled.
  • Resolved – Cases that have been resolved.
  • Closed – Past cases that have been resolved and closed.

The number of status selections currently selected is shown in a blue circle.

Support Case Details​

To view details for a particular case, click the Case Number.

  • Activity Timeline – Shows the current status of the case.
  • Case Details – Shows the case details such as account name, account number, requestor name, and more.
  • Contacts – Shows the contact information (email, phone) for the case contact person.

To return to the Support Case History table, click Back to History.

Modifying a Support Case​

To edit a case, click on it in the Support Case History table. Click Modify.

Use the Modification Details field to enter any additional details and information relating to your case. Click to attach a file (or files), click Upload File(s).

Click Save Changes to save your modifications.

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Items that are unavailable (gray) cannot be edited or deleted. Contact the Service Desk for cases created before November of 2021.

Cancelling a Support Case​

If your issue resolves itself, or you need to cancel a case for any reason, you can cancel the case from within the details page.

To cancel a Support Case, click on it in the Support Case History table. Click Cancel.

Use the Cancel Activity form to provide details. All cancellation requests must specify cancellation details. Click Submit.

Cases that are canceled cannot be reopened.