Jump to: navigation, search

Closing Cases

Genesys Customer Care will close a Case for the following reasons:

  • The proposed solution or answer provided by Customer Care has been accepted by the Customer.
  • The Customer requests closure/cancellation of the Case.
  • The Customer does not respond after three (3) automated follow-ups, refer to the Auto Follow-Up Process in the Managing Cases section.

NOTE: All attached data in a closed Case (including any logs or other customer files) is purged from the My Support Portal 30 days after the Case is closed.

Using the My Support Portal

You can close a Case through My Support using the following steps:

1. Login to My Support Portal using the corporate email listed in your user profile.

2. You will automatically be directed to the My Support Cases page.

3. Select the Case you want to close.

4. Click the Close Case button.

Close Case.png

5. Select a Reason (Cancelled or Resolved).

6. Enter your Closure Comment.

Close Case Reason.png

7. Select Close Case.

This page was last edited on June 14, 2023, at 15:13.
Comments or questions about this documentation? Contact us for support!