Case Management

This section provides details on Case Management including:

• A Checklist to be completed prior to submitting a new Case
• Types of Cases you can submit
• Opening and Closing Cases
• Updating Cases
• Escalating Cases

All issues reported to Genesys Customer Care are tracked in My Support.

Before reporting a Case, please complete the Checklist in the following section.

Please remember to open new Cases in My Support unless you are a Business Care for Cloud Customer. If you are a Business Care for Cloud Customer, you may open a Case in My Support, or by calling the applicable Customer Care phone number. To reopen a Case, please open the Closed Case and select "Request to Re-open."