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Manage Your Support Cases

  • Updated

Once you have signed up and logged into your online help portal account, you will be able to:

Update A Support Request

You can update any existing support request that is not closed with a comment.

  1. Log into the online help portal.
  2. Click your profile icon on the upper-right side of any help center page and then click the My activities link.

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  1. By default, the My Activities page displays all requests that you have submitted.

  1. Click the link for the request you want to update.
  2. Add a comment to update the request.
  3. Click Submit.

Track Your Support Requests

  1. Log into the online help portal.
  2. Click your profile icon on the upper-right side of any help center page and then click the My activities link.

activities.png

  1. By default, the My Activities page displays all requests that you have submitted.

  1. To filter your requests by status, select a request status from the Status menu. The statuses may be:
    • Open - the support team is working to resolve the request
    • Awaiting your reply - the support team is waiting for your reply
    • Solved - the request was resolved
  1. If you need to search your requests, enter a search term in the Search Requests box.
  2. To see details about a request, click the request title.

Create a Follow-Up to a Solved Request

  1. Click your profile icon in the upper-right side of any page and then click My activities.

activities.png

  1. Click All my requests in the sidebar.
  2. Click the title of a solved request to open it. If you have a long list of requests, you can filter the view by selecting Solved from the Status dropdown.
  3. Click the link at the bottom of the request to create a follow-up request.
  4. Complete the follow-up request and click Submit.

Update Your Contact Information

  1. Click your profile icon in the upper-right side of any page and then click My profile.

profile.png

  1. On your profile page, select the Edit Profile button.

edit_profile.png

This will open a popup window where you can update your information.

edit_profile_box.png

  1. Once you have updated your information, click the OK button. This will return you to your profile page.

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