Designated Contacts have the option of creating the following case types.

Support cases

For issues or questions about Genesys products, services, or platform.

  • Problem - issues that affect or may affect your customers, agents, or business. Issues can be in a production or pre-production environment.
  • Question - may or may not be related to an ongoing issue with your service. Can include inquiries about product functionality or usability or a follow up question on a previous Problem Case.

Service Requests

Used to Move, Add, and Changes (MAC) cases. MACs are administrative changes, additions, and deletions made to your system. These are the most common types of changes made to customer systems. The following requests are captured under the Service Request case type:

  • Add or remove access - change permission levels for one or more users, delete, or add agents, supervisors, or administrators.
  • Password reset - login issues or requests to reset passwords.
  • Change request - add Routing Points, Toll Free Numbers, change existing routing applications, etc.
  • New project request - add a site to an existing contact center, add new products or functionality, or major changes existing deployments.

NOTE: Premier Edition and Outbound Engagement Users, contact your Genesys Advisor for change requests and new project requests.

Data Privacy Request

For General Data Protection Regulation (GDPR) requests only.

Admin cases

Used for issues or questions with My Support. Instructions available at Create an Admin Case.

  • Question - any general question not related to a product. Example: Questions about how to use the Support Portal.
  • Request - create new Designated Contacts, remove Designated Contacts, etc.
  • Problem - problems with access to the Support Portal.