My Cases Section

The My Cases section in the Customer Portal allows customers to manage their support cases efficiently. This feature provides an overview of all active and past cases, enabling users to track progress, add comments, and create new cases as needed.

The dashboard provides an overview of all your cases, displaying key information and allowing for easy interaction. The dashboard includes the following details:

• Case Number: A unique identifier for each case.
• Subject: The topic or issue of the case.
• Description: A brief overview or explanation of the issue, providing more context to the case content.
• Status: The current status of the case (New, Open, Pending from Agent, Pending from Customer, On hold, Merged and Closed).
• Case Owner: The support team member assigned to the case.
• Created At: The date and time when the case was created.
• Last Updated: The most recent update timestamp for the case.

Create a New Case

To create a new case for any issue or request you have:

1. Click on the Create New Case button.
2. Fill in Case Details:
   1. Subject: Provide a brief description of the issue or request.
   2. Description: Give a detailed explanation of the problem or inquiry.
   3. Attachments: Upload any relevant files or screenshots (up to 40MB) that can help in resolving the case.
3. Click the Submit button to create the case.

You will receive a confirmation message indicating that your case has been successfully created and is now being processed.

Add Comment and Review Conversation

You can open the conversation panel for each case by clicking the conversation button on the right side of the case entry. This panel allows you to:

• Add New Comments: In the Comments tab, provide additional information or ask questions directly within the case.
• Review Previous Conversations: In the Comments tab, see all previous interactions related to the case, ensuring you have complete context and history.
• View Emails: In the Emails tab, check related emails and their attachments directly from the conversation panel.

Updated 2024.02.10