05/05/17 19:45 PM  

How to create and submit a case in the Customer Care Center

« Go Back

Article

 
SummaryThis article will guide you on using the Case Submission section of the new Customer Support Center.
Details
The Customer Care Center has been re-designed for easier navigation and access to support channels.
 
User-added image

There are several ways to look for answers to your support questions. You can choose to go the RingCentral Community, search the Knowledgebase for relevant articles, or access the Guides and Videos section. The Learning Center is also a good place to go for basic product training. 

QUICK LINK:  RingCentral End User Documentation References

You can also create and submit a case via the Customer Care Center.

Submitting a Case
Checking your Case Status

Submitting a Case

  

Step 1:

Click Contact Support at upper right-hand corner of the page.
User-added image

Step 2:

Click Open a Case.

User-added image

Step 3:

Step 4:

In the New Case form, you will be asked to verify your contact information.  If the information is accurate, click Yes.

User-added image
 

Step 5:

Fill in the details of your case.

I Need Assistance With - Click  User-added image to select the product area of your concern.
Severity Level - Click User-added image to choose the severity level of your concern.  You may click Severity Definitions to guide you on the appropriate security level for your concern. For Severity 1 cases, call RingCentral directly.
Subject - Include a title/subject to your concern.
Description - Provide the details and describe the concern with as much information you have on the issue.

User-added image

Step 6:

After completing the case form, click Next.  A pop-up window will appear to verify your contact email address and an alternate email address to receive the updates for the case.

User-added image
 
IMPORTANT:  You will see a list of recommended articles which is based on the category selected and the subject indicated on the New Case form.  If your concern is answered on the recommended articles or if you want to edit the subject of your concern, click  Yes, Go Back.  If there are no articles which address the concern, click No, Submit Case
 
User-added image
 

Step 7:

Click No, Submit Case.
 
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

User-added image
 

Checking your Case Status

NOTE: This section is only applicable on checking cases which have been successfully submitted.
 

Step 1:

Click Contact Support at upper right-hand corner of the page.
User-added image

Step 2:

Click Check my Case Status.
User-added image
Your submitted cases will be listed on this page.
User-added image
 
Each case submitted will then be attended to and processed by a customer support personnel.
Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information