Managing Cases on the 8x8 Support Portal
Once you have created a case, you may go back and review the case status, add notes, or see case details. You can do all of this through the 8x8 Support portal.
From the Support portal, you can:
- See a list of recent cases
- See individual case details
- Post a comment to Support on open cases
- Chat with a Support agent about open cases
- Create new cases
- Add attachments to a case
- Resolve cases
Who can access the Support Portal?
The 8x8 Support Portal is accessible to all users on 8x8 business accounts with an 8x8 username and password.
8x8/Packet 8 Residential Customers: 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.
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.
To view your cases, click Get Support in the upper right corner of this site.
Or, log in to your 8x8 Application Panel and click My 8x8 (this option is available to account admins with VO Editions packages).
On your Support portal page, click Cases and select View Cases to see your cases. This view defaults to All Open Cases.
Note: Users with Primary or Secondary Administrator privileges set in Account Manager will see all cases for all users across your company.
To see resolved cases, click the arrow in the header above the list choose another view, as shown below. Cases marked as Closed cannot be reopened or edited.
Need to submit a new issue? Click New Case. For more information, see How to create a case with 8x8 Technical Support.
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.
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). You may optionally update your case by simply replying to these emails.
Viewing Case Attachments
To view case attachments:
- Open the case.
- Scroll down and click the RELATED tab (to the right of DETAILS).
- Click the attachment link. The file will either display in the browser or prompt you to download or open the attachment.
(If there are multiple attachments on the case, click View All for a detailed and easier to read list.)
Chatting About Existing Cases
If you have an open Virtual Office or Virtual Contact Center case, you can chat about your case with an 8x8 Support agent. To chat about open VO or VCC cases, click the Case Number in the list of open cases. To the right of the case details, click Chat About This Case to chat with an 8x8 Support agent about your case.