Cases can be updated through the My Support Portal, email, or phone.  

Support Portal 

  1. Login to the Support Portal. 
  2. You will automatically be directed to the My Support Cases page.
    • A screenshot of the My Support Cases page on the Support Cases. An arrow points to the portion of the page that displays open cases with a text box that says, "Find all your open cases here."
  3. Select the case for which you are providing an update. 
  4. You can also: 
    1. Enter the case number in the Search box. 
      • A screenshot of the My Support Cases page on the Support Portal. There is a large orange arrow pointing to the main search bar on the page and a text box that says, "Search for a specific case number."
    2. Search using a pre-defined query or by End User in the same search box. 
  5. Select the case for which you are providing an update.
  6. Enter your comment in the Leave a comment field.
    • A screenshot of a case in the Support Portal. A large orange arrow point to the Leave a Comment field and a textbox says, "Add your update here."
  7. You can upload a file or screenshot by using the Transfer Files button.
    • A screenshot of a case on the Support Portal. The Transfer Files button is highlighted.
  8. Once you are done adding your comment and uploading any files or screenshots, click Post.
    • A screenshot of a case in the Support Portal. The Post button is highlighted.

Email 

Replying to either an email originating from the case or an automated case notification will update the case automatically. An email originating from a case includes a special Reference ID, which ties all replies to the case. 

If you start a new email and send it to Product Support, it will not link to the case automatically, even if you have specified a case number. Such emails will be processed by the Product Support Admin team and may be manually linked to the case specified, but automatic linkage will not occur unless the email body contains the Reference ID. 

NOTE: If the case is in Awaiting Info or Solution Proposed status, and the case contact replies to an email originated from the case, this will also change the case Status to Open. Additionally, the contents of the email response will be added to the Case Updates section of the case. 

Phone 

A Designated Contact may update a case by calling Product Support, see the Contact Us page. You may be required to provide your PIN and the 10-digit Case Number.