After reading this section, you will learn how to create and update Youreka support cases in the Customer Success Portal.
The Customer Success Portal enables you to create cases in order to report issues, request new features, or request product information.
Report a Case
Once logging into the Customer Success Portal, you can report a case using the yellow Raise a Case button that's located in the blue bar of every page.
Once you've completed the Youreka form as best as you can, click Submit to send the case to the support team. You should receive an email confirmation that a case was created.
Review Case List
Once a case has been created, you can log into the Customer Success Portal to access it. The different list views will show you cases associated with your account, detailing how the case was created (direct contact with agent, email, or portal form) and other pertinent information.
All Open Cases on Portal Account will show you all open cases associated with your account.
All Closed Case on Portal Account will show you all closed cases associated with your account.
Update a Case
It may be necessary to provide updates to your cases, or to respond to requests from the support team in regards to your cases. You can do this in a few ways.
For all cases, once they've been created you can choose to take communication to email if you prefer.
- On open cases, click the Email Update link
- On closed cases, click the Reopen link
Additionally, if you've created your form with the Raise a Case button you can post a new comment or add attachments to your case form by:
- clicking the link to your Case Resolution Form in the confirmation email you received when you created the case:
- clicking the Portal Form link in the open cases list view in the Customer Success Portal
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