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

How to Create a Case with 8x8 Support

Creating a Case through the 8x8 Support Portal

Need help with an 8x8 product or service? You can easily create a Support case through the 8x8 Support portal.

Accessing the Support Portal

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

8x8/Packet 8 Residential Customers: Please contact 8x8 by phone for support. 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.

To create a case, click Get Support in the upper right corner of this site. You will be taken to your Support portal home page.

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

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

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If your contact information is incorrect, your account administrator can update it in Account Manager or Virtual Office Configuration 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.

Completing the Case Form

  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. See below for guidance on providing specific information for the most efficient help.
  6. To submit the form, click Create Online Case.
  7. 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.

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

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).

How can we help you?

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