How to manage your cases (portal admins)

As a portal administrator, you can access the Customer Care portal to both submit and manage cases for your customers. 

As an analyst picks up your case, you'll be notified both via email and also via the portal. You can log in to the portal at any time to check on the status of your cases, but we’ll send a notification whenever there’s an action required on a case you've submitted.

You can review the cases you've submitted at any time from the Customer Care portal homepage. You'll see a list of the most recent cases you've submitted on the homepage itself.

You can also select the "My activities" button in the top navigation.

You'll see a filterable list of all cases you've submitted on behalf of others, as well as your own cases, when you select "All cases".

"My cases" will display just your own cases.

When you select a link to a case, you'll be able to access the case record. You'll see the full summary, as well as a thread showing any communication that's taken place between you and the Customer Care team about this case.

You can also access the "Attachments" tab to provide additional screenshots or other relevant files, then select "Send" once you're done. This new information will now be available to the analyst or Care team working on your case. 

If you didn't add any watchers to your case when you created it, you can add them now on the case record page. You can add additional watchers within your organization, other portal users, or even non-portal users by entering their email addresses in the relevant fields. 

Any watchers will now receive notifications about all case interactions.

If you receive a notification alerting you that your case has been resolved, you can take several actions. Open the case and you'll see a screen with buttons that will allow you to accept or reject the proposed solution:

If you select "Accept solution", this will move the case into a closed state and end the interaction with the Customer Care analyst.

You can also close an open case at any time. To do this, either write a note to the analyst in the "Activity" thread and asking them to close the case, or select "Close case" via the "Actions" button at the upper right of the case record.

Once an analyst has closed a case or provided a solution, when you select the case, you'll see a screen that looks like this: