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Case Type

The following Case Type section provides guidelines on the type of Case you should open.

A Case Number will be provided for tracking purposes. Please provide this Number during all correspondence or communication with Customer Care. During the investigative and resolution process, Customer Care may be in contact with you to assist with the Case.

Open a Support Case if you have:

  • A problem with the operation of Genesys Engage cloud features or functions
  • Technical questions about the access to or operation of the Genesys Engage cloud features or functions

Note: A submitted Support Case will be changed to Case Type "Incident" if after review Customer Care has determined the issue to be service affecting)

Open a Service Request if you have:

  • To add/remove Cloud platform users, change user access privileges or reset Cloud login passwords
  • A Change Request (move, add, change, delete)
  • Request a new project

Note: Premier Edition and Outbound Engagement Users, please contact your Customer Success Manager (CSM) for change requests and new project requests.

Open an Admin Case if you have:

  • Changes to your My Support contacts such as additions, removals, updates to email address
  • Requests for My Support access level changes
  • My Support functionality issues
  • Your Cloud Service feature/function(s) does not show in drop-down list
  • File upload/download issues when using the "File Transfer" function of My Support
This page was last edited on June 15, 2023, at 14:23.
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