When you select Cases from the Menu ≡ of the Genesys Care Mobile App, you will see a list of your non-closed cases, including cases opened by other Designated Contacts at your company, and be able to perform other functions.
Select one of the topics below for more information.
Designated Contacts and Case Management
From the Cases screen, Designated Contacts should select '"Personal"' to view cases they have opened or select "'Company'" to view all the non-closed cases for the company. You can select any case to view the case details including the case severity level, case status and case notes. Remember, you must be a Designated Contact to make post case updates and request that a case be closed.
If you have Read-Only access, you can view non-closed cases on the "Company" view, but you cannot post updates or request that a case be closed.
If you are a Genesys partner who is a Designated Contact, the case list view can include all non-closed cases that your company has opened for all the end users your firm represents.
(left) Case List Screen and (right) Case Details Screen
Click to Call
You must be a Designated Contact to call Customer Care regarding a case.
To call Genesys Customer Care, tap on the case you want and then select the telephone icon within the case details window for that case. This will direct you to the Contact Us screen, where you can choose your platform and preferred regional Customer Care center.
If you are a Designated Contact using Business Edition Cloud (PureEngage Cloud) and would like to contact Genesys Customer Care, tap on the case you want and then select the telephone icon within the case details window for that case.
You must be a Designated Contact to post updates to an open case.
(left) Case Details Screen and (right) Post Case Update Screen
Using Chat (On-Premises Only)
You must be an On-Premises Designated Contact to use the Chat feature.
What is Chat?
Chat is a feature that gives Designated Contacts an additional option of engagement with the assigned Case Owner regarding the status of their on-premises Support Cases. A Chat session is requested by clicking the Chat icon within any non-closed Case. The Using Chat section explains how to use Chat via the Genesys Care Mobile App only. As a reminder, Chat is for Case facilitation (quick questions or status updates) and not for live troubleshooting.
Please read the Support Processes for On-Premises Licenses for additional tips on Chat via Computer.
The Start Chat button will show you if the case owner is available for Chat.
In the example below, the Case Owner is "Zenon."
After the Chat Session
After you end the Chat, a transcript of the Chat session will be emailed to you.