Genesys provides a file transfer tool on My Support to allow customers to upload logs and other files that may be needed to help resolve Cases. Clicking the Transfer Files button within any non-closed Case launches the browser-based File Transfer Client, which provides the following features:
- Secured data transfer over HTTPS
- Sending multiple files concurrently
- File transfer resume capability
- Integrity validation
- No file size limit
Browser settings and other system requirements
The following browsers are supported:
- Internet Explorer v11 or later
- Chrome v44 or later
- Firefox v39 or later
- Safari v8 or later on Mac OS
To use the built-in file transfer tool, the following settings must be in place:
- The browser running the client must have cookies enabled.
- The browser must allow pop-ups from the following servers for the Transfer Files functionality to work properly.
How to upload a file to a case
- Open the case in the Support Portal.
- Click the Transfer Files button
- A warning page will appear, explaining that you should not upload regulated, sensitive or personal data with this tool. Click Acknowledge.
- You can then drag and drop files and folders from your desktop to the file transfer client. You can also view files you have previously uploaded and view files that have been shared with you.
Temporary FTP Accounts
A situation may arise when the file transfer tool on My Support cannot be used for a given transaction. To address this need, Genesys has established the Temporary FTP Account process.
For a given Case, you can ask Customer Care to create a temporary FTP account, and then use an SFTP client application of your choice to transfer the files.
SFTP clients for Windows:
- WinSCP
- FileZilla
- CuteFTP
- PSFTP
- Core FTP
- Fire FTP
SFTP clients for macOS:
- FileZilla
- ClassicFTP
- Fire FTP
- Secure FTP
- Cross FTP
Unix users can use the SFTP utilities built into the operating system.
Once the temporary account is created, it will be associated with the given Case and remain active for the next 5 days (120 hours total). The login credentials along with the expiration date will be displayed in the Temporary FTP Account section of the Case details page while the temporary account is active.
