After creating her first Case through her Frisbii Community space, Greta Mustermann wants to know how she can track its progress.
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How to access your Cases
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No matter where you are in your Frisbii Community space, you can access the My Cases interface through the navigation bar at the top of your screen.
You will arrive at the My New Cases tab.
Let's look at the tabs in detail.
My New Cases
Cases that have just been created are listed in the first tab.
You can also, as we learned in the previous article, find here the Cases that you reopen after they have been closed.
Being processed
Once the Case is handled by one of our support team members, you will find it in this tab. With each of your responses, the case is listed here, awaiting the response of the Frisbii support team.
Waiting for my reply
When the support team has responded to you, your Case is filed in the Pending My Response tab. Even if the issue is resolved on our end, we will still wait for your confirmation.
After you respond, the Case will be moved back to the In Progress tab.
My resolved cases
If the problem has been resolved or your question has been answered, you can close the case by clicking on the button at the top right, as explained in the previous article.
We will never close a request without informing you in advance and asking for your permission to do so.
However, we may close the request after a certain period of time if you do not respond despite our reminders.
Cases created by my Integrator
Only the Cases created by your integrator will be in this tab. This allows you to track them as well.
Each column from each tab
You will find the same columns in each tab:
- Case number: Please give us this number if you want to refer to a support request when communicating with our teams. Clicking on the link will take you to the details.
- Case record type: The type you entered when you created the Case (as a reminder: Bug/ How to/ Feature request/ Other).
- Subject: The wording you gave to your request.
- Last updates: The date a comment was last made (by you or us) or the date a change was made to the request.