Skip to end of metadata
Go to start of metadata

Customer Case provides the convenient way of managing ideas and tickets on the forums.

Posting Ideas

  1. Locate the Post a new idea button and click it.
  2. On the opened page, enter the short summary of your idea and its description.
  3. Select the appropriate category.
  4. To attach one or multiple files to the idea, click Add attachment or just drag the files. You can also remove the attached files by hovering over them and clicking  icon.
  5. Click Save when complete.
  • Selection of the category may be unavailable if components are not defined for the project.
  • The maximal size of attachment cannot exceed 10 MB.
  • The Related Ideas block appears once Customer Case finds the similar ideas within the same feedback forum. All ideas displayed in this block are sorted by the number of votes. The block updates the set of similar ideas continuously.

Submitting Tickets

You can submit tickets in two ways:

  • using the interface of Customer Case
  • sending an email to the specified address

Usage of the second way is possible on the support and feedback forums where the vendor enabled mailboxes. In this case, you can submit requests and comments including attachments by sending an email to the specific address. Customer Case will automatically fetch the required data from the email body and create either a new request or post a comment to the corresponding request. For mapping comments to specific JIRA issues, you need to keep the request key number in the email subject when replying to the request from Customer Case.

  1. Locate the Submit a new request button and click it.
  2. On the opened page, enter the short summary of your ticket and its description.
  3. Select the appropriate category.
  4. To attach one or multiple files to the ticket, click Add attachment or just drag the files. You can also remove the attached files by hovering over them and clicking  icon.
  5. Click Save when complete.
  • Selection of the category may be unavailable if components are not defined for the project.
  • The maximal size of attachment cannot exceed 10 MB.

Viewing, Commenting, Voting and Watching Ideas

  1. On the list with ideas, locate the one you want to comment or vote for.
  2. Click the idea summary to open the page with its detailed description.
  3. Click the Vote button.
  4. Click the Watch button for receiving notifications about progress on the idea.
  5. Click View original context for official answers for their quick location in long comment threads.
  6. To attach one or multiple files to your comment, click Add attachment and select files or drag files to the page. You can also insert images into comments by pasting them from the clipboard.
  7. In the visual editor, enter your comment and click the Post Comment button.
  8. To copy the permanent link to the comment, click  icon appearing when you point to the comment.

Accounts of company representatives commenting ideas or replying to your comments are highlighted with the EMPLOYEE marker.

The Official answer section shows the comment pinned to the top of the comment list by a company representative. The official answer may contain the official resolution on the idea or description of the temporary workaround.

The Watch function allows users of your feedback forums to receive notifications about progress on the issue such as adding new comments, attaching new files and status change. The user who submitted an idea or left comments becomes a watcher automatically. Users can also subscribe manually by clicking the Watch button.

Users who were added as participants of support requests, can stop watching these tickets by clicking the Unwatch button. After this they will no longer be able to view this support request until the author or agent adds him or her as a watcher again.


Adding Participants

Customer Case allows you to add participants for the submitted feature and support requests. On support forums both the author of the request and support agents can add participants to the existing requests, on feedback forums only support agents can do this.

All the added participants receive a notification with the information about the person who added them as participants and the request information. If the person does not have an account in Customer Case, he or she will be prompted to sign up to the service. When adding participants on forums with access restrictions, Customer Case validates whether the email of the participant satisfies the defined access restrictions of the forum or not. If not, the notification is sent to the specified email address but the corresponded warning is displayed to the person who adds participants.

Now the users can view all the support requests that they submitted and the requests which they were added as participants into.

  1. In the right part of the screen, locate the Add participants link and click it.
  2. Enter the email address of a person you want to add as a participant. Customer Case will automatically convert the specified string into the email address once you press the Space, Enter, or , (Comma) button.
  3. Click Add once complete.

Viewing and Commenting Tickets

  1. On the list with issue reports, locate the one you want to comment.
  2. Click the issue report summary to open the page with its detailed description.
  3. Click Add attachment or drag files to attach one or multiple files to the comment.
  4. In the visual editor, enter your comment and click the Post Comment button.

Accounts of company representatives commenting ideas or replying to your comments are highlighted with the EMPLOYEE marker.

Editing Ideas / Tickets and Comments

Users of Customer Case can edit description of their own ideas, tickets and comments. The way of editing description and comments is identical for feedback and support forums.

  1. Open your idea / ticket or locate your comment.
  2. Click the Edit link.
  3. Update description of the idea or ticket or comment.
  4. Click Save.

You cannot edit ideas / issue reports and comments posted by other users.

Creating Requests by Email

Customer Case allows you to submit requests by email. This requires the configured mailbox for the forum.

The vendor or company should share this email address with you, so you can send your requests to this address.

Please note that if you specify other people besides the address of the forum mailbox in the To or CC fields, all these people will be added as participants for this request.

Commenting Requests by Email

Please preserve the request key in the email subject, so Customer Case can properly match it to the existing request and add your comment into it.

  1. In your mail agent, locate the request creation confirmation request or the email with the response from the support agent.
  2. Click Reply.
  3. Enter the text of your reply.
  4. Click Send.
  • No labels