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How to Create a Case with 8x8 Support
8x8 Support

How to Create a Case with 8x8 Support

 

Objective

To create a case with 8x8 Technical Support, should you require assistance with an 8x8 product or service.

Applies To

  • Case Creation
  • 8x8 Technical Support
  • 8x8 Support Portal (My 8x8)

Procedure

Accessing the Case Submission Form

Note: The 8x8 Support Portal (My 8x8) is accessible to all users on 8x8 business accounts with an 8x8 username and password.

8x8/Packet 8 Residential Customers: Please contact 8x8 via Otto, our Virtual Assistant. When your case is created, you will receive email notifications at the email address on file in your account. You may correspond on cases by replying to those emails.

  1. Click Get Support in the top right corner of this page. You may be prompted to login to your 8x8 account. (8x8 X Series admins can also log into the 8x8 Application Panel at https://login.8x8.com and click My 8x8.)
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  2. Click Support.
  3. Click Create New Case

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Completing the Case Form

  1. In the Submit Support Request form, choose the Category you are having trouble with from the radio buttons.
  2. Select the appropriate Sub Category.
  3. Choose the nature of case type from drop down (Feedback/How to/Troubleshooting).
  4. Select the severity level from drop down.
  5. In the Subject filed, add a brief summary of the issue.
  6. In the Description field, add a Detailed of the issue you are experiencing. 
  7. In the Sites/Location Column - Mention the specific site name which has reported the issue.
  8. In the External Reference Id - specify other non 8x8 case references associated to the case.
  9. Optionally add additional information such as contact preferences or an additional contact, and any relevant attachments.
  10. To submit the form, click Submit Case.SSR 1.JPG

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After your case has been submitted, you will see a screen with your Case Number. Please use your Case Number in any case follow-up with 8x8 Support.

For 8x8 Work 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 8x8 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

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 Viewing and Managing Cases in the 8x8 Support Portal.

Note: As your case progresses, you may receive email notifications when your case is updated, its status changes, or 8x8 Support has been waiting for a response from you (at the 2-day and 5-day marks).