Once you have raised a case it will be assigned to a support agent for review.
When they have responded to your case, you'll receive an email notification. Please do not reply to the email; rather, sign into your Customer Success Portal account and add a comment or upload a file to add additional information to the case. You can also add collaborators to the case at any time in the same way. You can view your cases at any time by signing into the Customer Success Portal. If you no longer need any further assistance, you can also close the case.
Update, add collaborators, or close a case
To review and reply to a case, follow the steps below:
Go to Customer Success Portal.
Within the I'm a Customer box, click Sign in to my portal.
Enter your Username and Password, then click Sign in.
Once logged in, scroll down to My Cases, then select View All Cases and select a case.
Within the case, you can perform the following actions:
Add a comment - Scroll down to add additional information into the text box, and once ready, select ADD A COMMENT to submit.
Close a case - At the top of the right-hand menu, click Close a case if you no longer need any further assistance.
Upload Files- Halfway down the right-hand menu, upload or drag and drop files to provide further information to our teams.
Add case collaborators - Click Add to view other users from your property who are registered with the Customer Success Portal and select any to also receive notifications and updates on this case.
You can access and review your open and closed cases at any time via the Customer Success Portal.