Customer Case provides a convenient way of managing ideas and tickets on the forums.
You can submit tickets in two ways:
Usage of the second way is possible on the support and feedback forums where a 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.
Accounts of company representatives commenting ideas or replying to your comments are highlighted with the 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 the 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.
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 for 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 ideas and support requests that they submitted and the requests which they were added as participants into.
Accounts of company representatives commenting on ideas or replying to your comments are highlighted with the marker.
You can add the automatic signature which will be inserted into your replies in Customer Case. You can use text, links, and images in your automatic signature.
Customer Case will automatically insert this signature into all replies you write to customers on support and feedback forums.
If you want to modify the saved signature, enter a new text snippet. Then click the Canned responses icon and select Update auto signature.
Customer Case will update your automatic signature with the new variant.
Users of Customer Case can edit a description of their own ideas, tickets, and comments. The way of editing the description and comments is identical for feedback and support forums.
There is no possibility to delete own comments once you leave it on a portal.
You cannot edit ideas / issue reports and comments posted by other users.
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 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.