Follow these steps to add a case in the Partner Portal:
- Log in to the Partner Portal. The Partner portal dashboard opens.
- Click the Cases module on the top menu bar. The Cases List View opens.
- Click +Add Case. The Adding New: Case page opens.
- Enter or select the following information to add a new case:
- Summary: Enter a brief overview or description of the case. This helps provide a quick understanding of the issue or request.
- Case Title: Enter a title for the case.
- Status: Select the current status of the case from the drop-down list.
- Priority: Choose the level of urgency for the case based on its importance from the following options.
- Urgent: Select this for cases requiring immediate attention and action.
- High: Select this for important cases requiring prompt resolution.
- Medium: Select this for moderately important cases requiring timely attention.
- Low: Select this for cases requiring no immediate attention and can be addressed later.
- Organization Name: Refers to the company or entity associated with your case.
- Create: Click to add a new organization name if it’s not already listed.
- Select: Click to choose an organization name from the displayed list of existing organizations.
- Ticket Category: Select the category that describes the type of case you are creating:
- Sales: Involves inquiries, purchases, or other sales-related activities and is assigned to the Partner Account Manager.
- Implementation: Involves the setup, installation, or configuration of a solution or service and is assigned to the Business Analyst.
- Support: Involves addressing issues, troubleshooting, or providing guidance and customer service and is assigned to the Support Team.
- Customization Service: Involves customizing or modifying a solution to meet specific needs and is assigned to the Tech Team.
- Click Save.
Once you create the case, it will automatically appear in the list view of the Cases Module, allowing you to track its status and details.
Note: Based on your selected category, the workflow will automatically assign the case to the relevant group and user.