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Customer Care Request Button
To create a new case, start on the homepage of the account you are submitting the request for. In the top right-hand corner, you will see a dropdown arrow next to the follow button. Select the dropdown arrow to display your options then select "New Customer Care Request" from the menu.
Do NOT start your case by clicking “new” under the cases on the account page. Customer care will not have access to your case record if you start your case like this. Always click the “New Customer Care Request” button. Think critically about whether or not your case is an escalation before submitting it as one. Escalation examples include a nonfunctioning machine, if a client is upset or unhappy, or if they’ve had a persistent issue that still has not been solved by previous solutions. Do NOT create multiple cases or use multiple ways of communication to the customer care team. This will force your case to the bottom of their queue every time a duplicate is created.
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