Monitoring Cases

Monitoring Cases

Updates on your support requests are important. While our support staff will be diligent in providing timely answers, monitoring the status of your case can be done independently within the client portal. 

(Please note: At this time, monitoring cases is only available to authenticated users.)


Locating Cases

On the homepage of the client portal, locate the My Cases module on the right-hand side:



Users can either select a specific case from the quick view, or select the View All Cases option by scrolling down:






The "View All Cases" link will redirect to the same page as selecting Cases from the navigation bar. This page will show a comprehensive list of a user's open cases. Zooming in on one of the test cases...


 
 
...shows the identifiers of the ticket: the case number, the subject, the status, when the ticket was last opened, and the product with which it is affiliated.

A case will have one of the following four Statuses:

  1. New: A case that has been submitted but has not yet been assigned to a support staff member.
  2. Pending: A response has been sent to the customer from the support staff. "Pending" indicates that the support staff member is anticipating a reply from the customer.
  3. Open: A response has been sent to the support staff from the customer. "Open" may indicate either that the customer is anticipating a reply from the support staff or that a case is actively being worked on. This will depend on a case's unique circumstance.
  4. Solved: A solution and/or answer to the customer has been provided. Cases set to "solved" may be reopened by the customer by replying within the case/email thread.
You can view your case by selecting it from the above menu. On the case page, an overview of the case will be shown...





...as well as a more detailed breakdown below:




 
Let's take a look at each of these three tabs below.



Parts of a Support Case

Case Details

The Case Details tab has four subsections:

  1. Case Information: A broad overview of the case can be seen here. The case number, the parent case (if applicable), the subject and impact type, where the case was submitted (here, Customer Portal), days since closed, and the associated account. This can be seen by both the case submitter and the support staff.
  2. Status Information: A continuation of the above, as the case relates to its status. Found here is the case reason, the case status, the product with which it is associated, and its group. 
  3. Description: This shows the description of the support case as provided by the user.
  4. Case Dates: This section is the shortest and will show the date and time of the case's creation and its resolution.

Comments

The comments tab is a quick, convenient avenue for communication. Comments made to and by the support staff will appear here:





Files



Any uploaded files related to your case will appear here. Remember, no amount of information is too much: a screen recording duplicating an error, a PDF showing incorrect charges, a screenshot of a 500 server error—anything that is able to be provided will give our support staff that much more of a head start to bringing your case to a resolution. 

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