Creating a Case through the 8x8 Support Knowledge Base

Need help with an 8x8 product or service? You can easily create a Support case through the 8x8 Support Knowledge Base. To create a case, you must first log in to the 8x8 Support Knowledge Base.

For contact options other than web case submission, please click here (login required).

Support Sidebar

When you are logged out, you will see a Get Support sidebar on the right with a prompt to log in.

After you have logged in, you will see a Get Support button. To begin creating a new case, click Get Support. Cases can be created online at any time.

Creating a Case

To create a case, after logging in, click Get Support. You will be taken to your Support Case home page.

Click Cases and select New Case to begin creating a new case.

You will see a form that is pre-populated with your name, company name, and contact information.

If your contact information is incorrect, your account administrator can update it through Account Manager. If you are experiencing multiple issues, please create a separate case for each issue. Cancellation requests must be submitted to 8x8 Support over the phone.

To Create a Case

  1. In the Create a Case form, select the product you are having trouble with from the Which 8x8 Product? drop-down.
  2. Select the appropriate Severity level.
  3. From the What can we help you with? drop-down, select the nature of the problem.
  4. Add a brief summary (Subject) of the issue.
  5. Add a detailed description of the issue you are experiencing.
For Virtual Office Call Quality or Termination Issues

Please provide the following:

  • Username/Extension
  • Inbound or Outbound calls affected
  • Originating DID
  • Destination DID
  • Date of Call
  • Time of Call
  • Duration of Call
  • Time zone
  • Issue Description
For Virtual Contact Center Issues

Please provide the following:

  • Transaction ID
  • Tenant Name (if you have multiple tenants)
  • Issue Description

    Or all of the items below:
  • Agent Name/Extension
  • Inbound or Outbound calls affected
  • Originating DID
  • Destination DID
  • Date of Call
  • Time of Call
  • Duration of Call
  • Time zone
  • Issue Description
  1. Submit the form.
  2. After your case has been submitted, you will see a screen with your Case ID. Please use your Case ID in any case follow-up with 8x8 Support.

Adding Attachments to Cases

If you need to add an attachment to a case, click Choose File and attach the file to the case submission form. The file size limit is 10MB.

Viewing Case Information

To learn how to view information for previously submitted cases, see How do I manage my cases on the 8x8 Support Knowledge Base?