Managing Cases on the 8x8 Support Knowledge Base

Once you have created a case, you might want to go back and review the case status, add notes, or see case details. You can do all of this through the 8x8 Support Knowledge Base. From the Knowledge Base, you can:

  • See a list of recent cases
  • See individual case details
  • Post a comment to Support on open cases
  • Create new cases
  • Add attachments to a case
  • Resolve cases

Note: System administrators have the ability to view all cases created by themselves and all end users on the account. End users are only able to view their own cases.

Viewing Cases

To access open cases, after logging in, click Get Support in the sidebar. On your Support home page, click Cases and select View Cases to see your open cases. Need to submit a new issue? Click New Case. For more information, see How do I create a case through the 8x8 Support Knowledge Base?

Viewing Case Details and Adding Comments for Support

To see the details of an individual case, click the Case Number in the list of open cases. Here you will see the details for an individual case. You can read comments that you have added, as well as comments from 8x8 Support. To post a new comment to Support, click Share an update, enter your comment, and click Share. You can add an attachment to your comment by clicking the paper clip icon. The file size limit is 10MB.