When you submit a new case, provide as much detailed information as possible. This will help route the case to the correct Product Support team for faster investigation.
- Login to My Support.
- If you have access to multiple product Dashboards, you can switch between them by expanding the dropdown list and selecting the applicable Platform.
- From your My Support Dashboard, go to Cases > Open a Support case.
- Select the End User and Sold To Account combination for which you are submitting the case.
- NOTE: Only End User or Sold To Accounts for which you have Designated Contact access will be available in the lookup lists.
- Select the Product Category and the relevant Product. Complete the required information then click Next.
- NOTE: There are different submission requirements for various products or platforms. You may see different fields that are required that differ between Genesys Engage, Genesys Cloud, PureConnect.
- Select the appropriate Case Sub Type and Priority level.
- Populate the remaining mandatory fields.
- NOTE: Provide as much detail as possible in the Description and Business Impact fields to help us correctly route your case to the appropriate product specialist.
- Click Save.
