Updating a case
Log in to the Customer Support Portal to access your full case history, knowledge base articles, or request support.
You can use the Customer Support Portal to view all your cases and all the cases on which you've been copied, to close or reopen cases, and to add comments or attachments.
View a case
To view an existing case, you can click the case link in the email confirmation, or navigate to the case using the tabs on the portal home page.
- My Cases - Displays all your open cases.
- CC Cases - Displays the cases on which you're copied.
- Closed Cases - Displays all your closed cases.
When you click one of the case tabs, a list of matching cases appears, sorted by the date opened in ascending order. The support category, subject, status, and date opened is displayed for each case. Click on the case to view the complete case details, including comments and attachments.
Add a comment
Go to the case in the portal, type your comment in the comment box, and click Comment. The new comment appears in the case message thread, and you (and any addresses you have included as cc email addresses) will receive an email confirmation of the comment.
Add an attachment
Go to the case in the portal, and click Upload Files to select your attachment or drag and drop them into that area. After the file has been added, refresh the page for the attachment to appear in the attachment list in the right column.
Edit an open case
Go to any open case view (My Cases, CC Cases) in the portal, and click the down-arrow to the right. The case edit view will appear, where you can make the updates and add/remove cc'ed emails. Once done, click Save.
Close an open case
Go to the case in the portal and click Close Case.
The status in the case header changes to "Closed" and the button changes to read Re-Open Case.
Re-open a closed case
Go to the case in the portal and click Re-Open Case in the right column.
The status in the case header changes to "Open" and the button changes to read Close Case. It's a good idea to add a comment explaining why you're re-opening the case.
Note
If you comment on a closed case, it will be re-opened automatically.