Case Portal Updates

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Case Portal Updates

jbidk
Community Manager

We are excited to share the latest updates to our Community Case Portal.

 

Here is a video of the changes. You can see the highlights below.

 

 

 

Highlights

 

Previously we had a separate Case Portal for Enrollment customers. This new Case Portal will have all of your cases in one place.

 

When you navigate to the Case Portal, you’ll see your cases on the first page along with quick links to Ask our Community, Start a Chat, and New Case.

 

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  • Ask our Community: you can start a discussion in one of our product forums
  • Start a Chat: helps you easily Launch Chat Support with a live agent
  • New Case: create a support case with technical support

 

We have updated the design of our Manage Cases view to give you a better way to select Open, Resolved, and Organization-wide cases.

 

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You will also see more options to Sort and Search:

 

  • Search: Enter a value in the box in each column to search and narrow down your results
  • Sort: Sort ascending or descending values by clicking on the up and down arrows

Note: To clear the search value, remove the value and click Enter/Return

 

To create a case with technical support, click on New Case.

 

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This will take you to a new page with helpful resources.

 

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Enter your Product and Subject, and you’ll see recommended articles.

 

If you found an answer to your question, you can click on the article to access that resource.

If you would like to contact support, Continue to Create a Case.

 

 

Case Creation:

 

The fields on this form should look familiar because they are the same as the current form. The old form used another tool. This one is built into our Community, which should help with fewer issues with connectivity to provide a more consistent experience.

 

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If you have any questions about the new Case Portal, please reach out to us through our Technical Contacts Forum