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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 the End User is a Business Care for Cloud Customer. If the End User is 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."

This page was last edited on November 29, 2019, at 14:41.
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