Case Management

The Case Management section includes our support processes and recommended best practices for opening and managing support cases with Genesys Customer Care. Only Designated Contacts are allowed to create a new Case or update an existing Case. Other employees who work for Genesys direct Customers, Partners, Resellers, or End Users can request Read access to My Support to view Cases opened by Designated Contacts on behalf of their company. All access for End Users will require approval from the Partner.