01/19/18 20:54 PM  

RingCentral Contact Center: Manage Cases Online

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SummaryHow do I create a case and check my case status online?
Details

How to create a case?
How to check the case status?

How to create a case?

Step 1:

Go to https://success.ringcentral.com/.

Step 2:

Click on Contact Support

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Step 3:

Click on Open a Case.  You can also click this LINK to direct you to the Open a Case site then log-in with your RingCentral Online Account. 
 
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Step 4:

You will be asked to log in to your RingCentral Online Account.

Step 5:

The “New Case Details” page will open.  Verify that the information under “Please contact me at” is correct.  Update if necessary.  

Step 6:

Click on “Select Product Area” then choose “Contact Center Solution”.  

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Step 7:

Click on “Select Product Issue” then choose what best describes the issue.  

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Step 8:

Choose the Severity Level.  Click Severity Definitions for guidance on which to choose.

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Step 9:

Type in the Subject and Description then click Next

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Step 10:

A pop-up window will appear to verify the contact email address.  Update if needed then click Submit

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Step 11:

A new window will open with a heading “New Case” that lists the KB articles that may help answer the issue.  

Step 12:

Go through the lists and make the necessary selection at the bottom of the page.

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Step 13:

If you click on “No, Submit Case”, a case will be created.

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A confirmation page will display that the case has been submitted with a corresponding Case Number.  The case will be put on queue and be provided a response within 24 hours.  You may also add comments and attach files that could provide more information on the submitted case.

The email registered on the case will receive an email from RingCentral Web Portal Support <webportalsupport@ringcentral.com> with the reference number.  
 

How to check the case status? 

Step 1:

Go to https://success.ringcentral.com/.

Step 2:

Click on Contact Support.

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Step 3:

Click on Check My Case Status.  If you’re not logged in yet, you will be asked to log in using your RingCentral Webportal access.

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Step 4:

The “My Cases” Page will open. 

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Step 5:

Click the Case Number.  

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Review update and/or add comment.  

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