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."