View my cases in the Help Center

Use the My Cases view in the Help Center to keep track of any open Technical Support, CSM, Billing, and Fintech cases and cases that require action. You can also review your past cases to find answers to questions you may have previously asked. Administrators can view all cases from their company and filter by who created the case. This provides administrators with a holistic view of questions their employees are asking so they know where more training may be required.

Things to know

• This feature is currently in view mode, and you cannot respond to cases from the Help Center. The ability to respond directly from the Help Center is coming in a future release.

• All users with an Administrator role have permission to view the My Company Cases tab by default, and if you want to limit this access for certain employees, you should deselect the View Company Cases permission in the Access to Admin section of permissions for those employees. For more, see Set permissions for an individual employee or technician. 

• All users with an Administrator role have permission to Allow data change requests to support by default. If you want non-admins to make data change requests, you can enable this permission for them. For more, see Set permissions for an individual employee or technician. 

• If a case’s status is Solved for seven days, the case is closed and cannot be reopened. If you still need assistance, please create a new case.

• This feature is not available in the Next or Practice environments. 

View your cases in the Help Center

1. Go to the top toolbar and click Help . 

2. In the Help menu that opens, click My Cases.
   

3. All cases you’ve created appear in the list. You can:

   1. Click the Status dropdown to filter cases by their status.
      

   2. Click the Sort dropdown to sort your cases according to Priority, Newest first, or Oldest first.
      

      Note: By default, cases are sorted by priority. Priority shows all cases that require action first in the list, then all open and closed/resolved cases. Within each status (requires action, open, closed), cases are sorted from oldest to newest. 

   3. Click the Case to view the case information. 

The case information includes:

• Case Subject: The subject you entered when creating the case.

• Case Details: Details about the case, such as the Status, the Channel, such as email or live chat, the case was created in, the Created Date, and the Last Modified Date. 

• Contact Information: Your contact information and the contact information for the user currently assigned the case.

• Full Description: The full text you entered when creating the case.

• Messages: Any communication, including messages you sent, on the case.
  Note: This field shows whenever a case has an email response on it. For example, a case was created from Live Chat, but a response was sent by email.

• Live Chat: The full text transcript of the live chat.
  Note: This is only for chat cases. 

• Attachments: Any attachments included in the case. 

View company cases in the Help Center

Administrative can view cases submitted by office employees under My Company Cases. 

1. Go to the top toolbar and click Help . 

2. In the Help menu that opens, click My Cases.
   

3. On the My Cases screen that opens, click My Company Cases.
   

4. All cases that have been created by your company’s employees appear in the list. You can:

   1. Click the Status dropdown to view all cases in a selected status, for example, all closed cases.  

   2. Click the Created by dropdown to view cases created by selected employees.
      

   3. Click the Sort dropdown to sort your cases according to Priority, Newest first, or Oldest first.  

      Note: By default, cases are sorted by priority. Priority shows all cases that require action first in the list, then all open and closed/resolved cases. Within each status (requires action, open, closed), cases are sorted from oldest to newest. 

   4. Click the Case to view the case information. 

The case information includes:

• Case Subject: The subject entered when creating the case.

• Case Details: Details about the case, such as the Status, the Channel, such as email or live chat, the case was created in, the Created Date, and the Last Modified Date. 

• Contact Information: The contact information for the employee who created the case and the contact information for the user currently assigned the case.

• Full Description: The full text entered when creating the case.

• Messages: Any communication, including messages the employee who created the case sent, on the case.
  Note: This field shows whenever a case has an email response on it. For example, a case was created from Live Chat, but a response was sent by email.

• Live Chat: The full text transcript of the live chat.
  Note: This is only for chat cases. 

• Attachments: Any attachments included in the case.

Leave comments and attachments on your cases

You can perform all actions related to your cases from My Cases by replying to messages with comments and adding attachments. 

To leave a comment a on a case:

1. Go to the top toolbar and click Help . 

2. In the Help menu that opens, click My Cases.
   

3. Find and open the case you want to respond to under My Cases or My Company Cases.  

4. From the Messages section, click Reply or All Messages.
   

5. Enter your comment and click Add Attachment if you’d like to include one.

6. When you’re finished, click Send Message. 
   

   Note: If you leave a comment on a Solved case within seven days, the case is reopened. You cannot leave comments on Closed cases and must instead open a new case.

Want to learn more?

• See Contact Technical Support