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Managing Cases

The tabbed sections below outlines our support processes and recommended best practices for managing Cases with Genesys Customer Care.

Only Designated Contacts are allowed to create a new Case, update/close existing Case or reopen a Case.

Other employees who work for Genesys direct Customers, Partners, Resellers, or End Users can request Read-Only access to My Support to view Cases opened by Designated Contacts on behalf of their company.

How to Find an Open Case

You can find your Cases using several methods:

  • Use the My Cases page: select My Cases from the top navigation menu and click on the Case Number. The My Cases page allows you to easily view all Non-Closed Cases raised against ALL Case Types that you are named as the Case Contact. By default, only 5 records will display. To see more, select the Show More object on the bottom of the list where the next 5 records will be displayed. If the Show More object is still available, there are still more records available.
  • Use the Case Search option: You can enter your Case number or keywords in the Case Search box available from most pages via the dual search box.
  • From the dashboard page in My Support, select the Cases and then the View and Manage Cases , you will see a few of your recently updated Cases. To see all of your Open Cases, select “My Non-Closed Cases" from the drop-down menu at top, just under the navigation bar.

How to Update a Case

You can update a Case on My Support, by Email, or by telephone, using the instructions below.


Updating a Case on My Support

  1. Login to My Support using the corporate email listed in your user profile.
  2. Select the Cases then the View and Manage Cases .
  3. Select the Case for which you are providing an update.
  4. You can also:
    • Enter the Case number in the Find a Case search box.
    • Search using a pre-defined query or by End User.
  5. Select the Case for which you are providing an update.
  6. Select "Post Update."
  7. Fill in the form and select Save.


NOTE: If the Case is in Awaiting Info or Solution Proposed status, posting a web update will also change the Case Status to Open.

You will now see your update(s) in the Case Updates section of the Case.


Updating a Case by Email

You can update an Open Case by Email if you reply to an Email originated from the Case by a Genesys Customer Care representative or to an automated Case notification. An Email originated from a Case includes a special Reference ID, which ties any reply back to the Case.

On the contrary, if you start a new Email and send it to Customer Care , it will not link to the Case automatically, even if you have specified a Case #. Such an Email will be processed by the Customer Care Admin team and may be manually linked to the Case specified, but automatic linkage will not occur unless the Email body contains the Reference ID.

NOTE: If the Case is in Awaiting Info or Solution Proposed status, and the Case contact replies to an Email originated from the Case, this will also change the Case Status to Open. In addition to this, will also see the Email updates in the Case Updates section of the Case.


Updating a Case by Telephone

A Designated Contact may update a Case by telephoning Customer Care. You will be required to provide your PIN and the 10-digit Case Number for the Case you want to update.

Overview

Genesys provides a file transfer tool on My Support to allow customers to upload logs and other files that may be needed to help resolve Cases. Clicking the Transfer Files button within any non-closed Case launches the browser-based File Transfer Client, which provides the following features:

  • Secured data transfer over HTTPS
  • Sending multiple files concurrently
  • File transfer resume capability
  • Integrity validation
  • No file size limit
Important
Customers and Partners are responsible for purging all personally identifiable information and other sensitive data from the information they share with Genesys when submitting a new Case, when sending Case updates by email, and when submitting log files and other Case updates using the File Transfer Tool, a temporary FTP account, and other parts of My Support.

Browser Settings and Other System Requirements

To use the built-in file transfer tool, the following settings must be in place:


The following browser versions are currently supported:

  • Internet Explorer v11 or later
  • Chrome v44 or later
  • Firefox v39 or later
  • Safari v8 or later on Mac OS


Temporary FTP Accounts

A situation may arise when the file transfer tool on My Support cannot be used for a given transaction. To address this need, Genesys has established the Temporary FTP Account process.

For a given Case, you can ask Customer Care to create a temporary FTP account, and then use an SFTP client application of your choice to transfer the files. Potential SFTP clients for Windows users include WinSCP, FileZilla, CuteFTP, PSFTP, Core FTP, and Fire FTP. Potential SFTP clients for Mac OS users include FileZilla, ClassicFTP, Fire FTP, Secure FTP, and Cross FTP. Unix users can use the SFTP utilities built into the operating system.

Once the temporary account is created, it will be associated with the given Case and remain active for the next 5 days (120 hours total). The login credentials along with the expiration date will be displayed in the Temporary FTP Account section of the Case details page while the temporary account is active.


Data Retention Policy

Thirty (30) days after a Case is Closed, the data uploaded for that case will be deleted.


How to use Support Chat

Genesys provides live Chat to give Designated Contacts an additional option of engagement regarding the status of their open Cases. A Chat session is requested by clicking the Request Chat button within any non-closed Case. The information below provides the process for Chat via Computer; to learn how to Chat using our Genesys Care Mobile App, please read our Mobile App User Guide.

Important
Customer Care assigns Case Owners based on product knowledge that is available globally. You may have a Case Owner that is in a different time zone than you. In this instance, live Chat for that Case might not be available during your local business hours. In such situations, the chat will then be routed to an available agent. If both the case owner and the agents are unavailable, then after queuing for 60 seconds the chat window will present an option to leave a contact phone number. This number will be saved to the case, for the case owner to contact you. Management will also receive an email alert to inform them of the same. The contact number will also be included in the email alert.

Chat Overview

  • For On-Premises Support Cases only
  • Designated Contacts can request to Chat with the assigned Case Owner (or an available agent, if the case owner is unavailable) for any Open Case
  • If both the Case Owner and the agents are unavailable, you can leave a contact phone number for us to get back to you.
  • Chat is not applicable for Admin or Feature Request Cases
  • You can Chat via Computer and Mobile Phone*
  • An emailed transcript of your session is sent after you end the Chat
  • Reminder: Chat is for Case facilitation (quick questions or status updates) and not for live troubleshooting

How to Use Chat via Computer

Login to My Support and select any of your Cases that have a non-closed status. Click on the Request Chat button.

Start Chat


A Chat window will display. Chat will then begin by contacting the Case Owner (or an available agent, if the case owner is unavailable). Once a specialist is available, the chat will be routed to the specialist.

Agent Ready


You can then begin to Chat with your Case Owner (or an available agent, if the case owner is unavailable).

Session Started

To end the Chat session, click the X icon.png button. You will receive an emailed transcript of the Chat.


If the Case doesn't have a Case Owner

If your Case is awaiting assignment, you cannot initiate a Chat session until a Case Owner is assigned.

Not Assigned

Leaving a Message on Chat

If you request to Chat with a Case Owner (or an available agent, if the case owner is unavailable) who is unable to accept your Chat at that moment, you can leave a contact phone number so that we can get back to you.

Leave Msg

Case Status Definitions

Genesys Customer Care uses the following support Case statuses to manage the issue resolution process:

CASE STATUS SUBSTATUS DESCRIPTION
Open New Waiting to be reviewed
Investigation When Customer Care is researching the Case
Engineering Request When Customer Care has engaged Engineering to progress the Case
Maintenance Review When Customer Care is investigating the entitlement and Service Contract
Third Party Pending Used if we have logged a fault with a Third Party and are waiting for a response
Awaiting Information Information Required From Customer Used when Customer Care requires additional information from the Customer to advance the Case
Solution Proposed Replied Used when Customer Care has provided a solution to resolve the Case and customer confirmation is needed to confirm that it solved the problem or answered the question.
Fixed - Software Provided Used when software has been provided to resolve the Case
Closed Resolved Used when the Case has been closed because the issue was resolved
Cancelled Used when there is no longer an issue, or Customer Care cannot gather enough information to pursue further

Auto Follow-Up Process

The Automated Follow-up Service is designed to ensure timely and proactive follow-up with customers when we need information to advance a Case towards resolution. Automated Follow-ups will be sent to the Customer Contact on the Case according to the rules outlined below.

Auto Follow-Up #1: When Customer Care proposes a solution or requests information for an open Case, a follow-up timer is started for that Case. If there is no customer response within two (2) business days, an automated Email is sent to the customer contact who opened the Case, with a reminder of the customer action requested (provide information or accept/reject solution), and a link to access the Case.

Auto Follow-Up #2: If there is no customer response within five (5) business days after Customer Care proposes a solution or requests information for a Case, a second automated Email is sent to the customer contact who opened the Case. This email contains a reminder of the customer action requested (provide information or accept/reject solution), and a link to access the Case.

Auto Follow-Up #3: If there is no customer response within ten (10) business days after Customer Care proposes a solution or requests information for a Case, the Case is closed and a final auto follow-up Email is sent to the Customer Contact who opened the Case. All information in the Case will remain intact for one month (including any logs or attachments). The customer can reopen it only by a telephone call to Customer Care.

NOTE:

  • This automated follow-up process applies to all Cases with Critical, High, Medium or Low priority.
  • Automated follow-ups are not used for Critical - Production Down cases.
  • The follow-up timer could start and stop several times for a given case. Some examples of requests that start the follow-up timer:
    • Send environment information
    • Describe what happened before application failure
    • Send product logs
    • Verify proposed solution


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This page was last modified on September 25, 2018, at 08:46.