Genesys Product Support will close a case for the following reasons:
- The proposed solution or answer provided by Product Support has been accepted by the customer.
- The customer requests closure/cancellation of the case.
- The Customer does not respond after three automated follow-ups, see Auto Follow-Up Process.
NOTE: All data in a closed case (including any logs or other customer files) is purged from the Support Portal 30 days after the case is closed.
Using the My Support webpage
- Login to the Support Portal. You will automatically be directed to the My Support Cases page.
- Click on the case you want to close.
- Click the Close Case button.