Contact Support Cases List should include SS Tech-Generated Cases

Debbie in JAX

I looked for cases that were started with a phone call and was told that these do not appear in the Contact Support Cases list. The email gave the Case #, but all the updates have to occur through email instead of being updated in the portal. Would it be a quick fix to include both the cases started in the portal and those that started with a phone call to tech support?

Genevieve P.

Hi @Debbie in JAX

This is currently available! Tickets created via the phone with Support will be turned into tickets that you can see and reference / comment on in the Support portal as well. 🙂

It sounds like in your instance some of these tickets were not appearing; I've done some digging in the back-end and we found two instances of your profile that need to be reconciled. This should be complete within the week, so you should soon see all tickets in one location.

Cheers,
Genevieve

Genevieve P.

@Debbie in JAX
I've just heard back that your Portal profile should already be updated!

Please check again - all of your associated tickets should now be showing in the same place. 🙂

Cheers,
Genevieve

Debbie in JAX

I know that was a problem before, but I thought it was resolved, or I would have mentioned it. Thanks!

NatalieCishecki

Currently, tickets created over the phone do not show up in your list of tickets when logging in online. My suggestion to better traceability and continuity of support is for all tickets to be logged to a user - even when initiated over the phone - and to show in the portal when logging in.

Genevieve P.

@NatalieCishecki

Phone calls directly to Support should still appear in the Portal! 🙂

The Support Portal shows tickets created with Support through the Phone, Portal, Chat, or other ones that Support has created on your behalf.