Track and update your support cases

Use this process to follow a case after you have raised it. The portal and email are two views of the same case: the correspondence appears on the case in the portal, and replying to the support email adds to it just as replying in the portal does. The portal is the reliable record if an email is missed.

Find a case

1. Go to My cases.

2. Select one of the four views:

   • My open — cases you raised that are still being worked on.
   • My closed — your resolved cases.
   • Team open — open cases raised by anyone at your company.
   • Team closed — your company’s resolved cases.
3. Use Search cases to narrow a long list.
4. Select a case to open it.

Each row shows the case number, subject, type, status, priority, and the date it was opened.

:::note Team open and Team closed cover everyone at your company, so a colleague’s case is visible to you even though you did not raise it. This makes it possible to pick up a case while someone is away. :::

Reply to the support team

1. Open the case.
2. Enter your message under Add a reply.
3. Select Attach file to include a screenshot or log.
4. Select Send reply.

Your reply is added to the case and sent to the support engineer working on it.

Change the priority of a case

Change the priority when the business impact changes, for example when a problem that was inconvenient starts blocking orders.

1. Open the case.
2. Select Change priority.
3. Select a New priority.
4. Enter a Reason / comment explaining why the impact has changed. This is required.
5. Select Update priority.

The new priority shows in the case header, and your reason is added to the case so the team can see what changed. See Support service response times for what each level commits to.

Close a case

1. Open the case.
2. Select Close Case.
3. Enter a Reason / comment describing how it was resolved. This is required.
4. Select Close case.

The case moves to My closed, and the support team is notified that you consider it resolved.