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

  1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
  2. Click on the case you want to close.
  3. Click the Close Case button. 
    • A screenshot of a case in the Support Portal. A large orange arrow points to the Close Case button.