AnsweredAssumed Answered

Is there a way to track your support case?

Question asked by horizon on May 21, 2019
Latest reply on May 22, 2019 by Rusty Qualyz

Is there still no way to track a support case other than waiting for an e-mail like water in a desert? I'd like to be able to log in, see all of the existing updates, be able to copy them to our internal system for tracking, etc. etc. but it seems phone calls and saving e-mails with giant headings and signatures is the only method available. I see they were "going to a new system" in 2014...it's been five years, is there one?

 

We have cases that have been floundering for well over a year, and while we do talk with our TAM about each one every so often, I don't have any way to see historical info (because I wasn't at the company at that time I don't have old e-mails). I want to see the actual tickets, not information filtered through ten people with a current status. It's hard to know if you're spinning your wheels without a record that something was attempted 15 months ago to no avail.

Outcomes