Instructions:
Reviewing your support case
Once your support has been created, you may now review the information recorded in the case. An email will be sent to you with all the below information:
- Case Number and Case subject
- Case Details which will display comments and feedback from support staff
- Case Resolution once closed the case resolution will appear under this section
- It is recommended that you provide screenshots if applicable to assist the support consultant to resolve your issue faster
- Once you have reviewed the feedback/comments from the support desk recorded on the case, you may close the case yourself, if query was resolved in the interim or steps provided by support staff were sufficient to resolve the issue. (If you are the firm’s champion this feature can be used to resolve these cases your firm’s users have logged)
- If the case has been closed this button will change its function so that you may re-open the case.
- You may submit your comments on the details of your case or respond to support feedback in the block then click on submit to notify the support staff dealing with your case.
Keep in mind, you can add additional comments to your case after submission. Simply go to your case and go to the comments section.
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