The following checklist identifies tasks that you need to complete prior to opening a case with Genesys Product Support. Describe all actions you have undertaken to solve the issue.
- Check the Release Notes to see if the problem has been fixed with a later release than you are currently using.
- Check the Genesys Cloud Resource Center to search for relevant information that may help solve the problem.
- Check the applicable Service Advisories posted on My Support.
- Do some basic troubleshooting. See Troubleshooting before calling Customer Care.
- Make sure that you understand which problems Genesys Cloud Customer Care is responsible for handling. See customer areas of responsibility.
If you are experiencing a problem, conduct these quick troubleshooting actions:
- Refresh the browser or desktop app.
- Log out and back in.
- Clear the browser cache and refresh again.
- Verify that the problem occurs on another workstation.
- Verify that the problem occurs for another user.
- Turn the workstation off and on again.
Before you open a case on the My Support Portal, perform these steps:
- Gather the following:
- Organization short name: Click Admin > Account Settings > Organization Settings.
- Organization ID: Click Admin > Account Settings > Organization Settings > Advanced.
- Conversation ID (How do I get this?)
- Description of the issue and its business impact
