Your Case

Greta is happy, she created her Case to the Support Team in her new Frisbii Community space. Now she would like to see the status of it and understand how she can follow its progress.

Let's watch with her!

Contents

Show a Case request after its creation

After filling the form, Greta sees a confirmation message appear.

She has two options:

1) She can click on the Finish button, which takes her back to the previous page and allows her to eventually open a new Case:

2) She also has the possibility to click on the link Case number + Case subject which will open her Case.

Your Case in the Community Space

By following the link, Greta arrives on a page with the details of her request:

Here is an explanation of the page elements:

Overview of the main information of the Case:

Case 00003873: the request number, which is essential as a reference for communication with the Frisbii teams.
Automating Sending Quotation - test failure: the object you indicated when creating the request via the form.
Your Frisbii contact: name of the Support agent who handles your request.
Mustermann SAS: name of the account registered in our database, which is at the origin of the request.
Greta Mustermann: name of the person who opened the request.
Type of Case: selected by you in the form (Bug/ How To/ Feature Request/ Other).
Status: initially indicated as New, this status evolves as the case is processed.
Creation date: day of the Case creation.
Final Customer: only displayed if an integrator partner opens a Case for one of its customers.

Case details: includes the information you entered in the query creation form.
Comments on the Case: by clicking on the New button a window opens, allowing you to add a comment to your request.

Here is the procedure to post a comment:

a. In the Body field, enter your text.
b. Check the Public box.

Important: If this box is not checked, your comment will not be shared with our Support team.

c. Save your comment by clicking on the Save button.

4. Google Docs & Attachments : Via the Upload Files button you can attach your documents to the Case. This opens your default browser to search for your files.

Note: You can upload multiple documents (PDF/ Images/ MP4/ Excel files) at the same time (depending on the size of the attachments) by selecting multiple files from your computer simultaneously.

5. Closing/Reopening a Case: You have the choose to close or reopen a case. We will look a this option now.

Close/Re-Open a Case

On the top right of her screen, Greta discovers the possibility to close her Case. She has just created it, but she can imagine the use cases for this button:

This comes in handy if you realize:

That a user's problem has been solved in the meantime.
That you have created a duplicate Case.
That the proposed solution/intervention from the support team has solved the problem.

In these three cases, we would be grateful if you could send us a short comment before closing your Case.

Closing a Case

Here is where you can find this option:

If you click the Next button, you will be asked to confirm your wish to close the Case.

Then your Case is Closed.

Reopen a Case

You see that the status has changed to Closed. If you want to reopen the request, because :

You notice that another user has the same problem.
During your tests you did not see that there was still an issue to be dealt with.
You have another question to ask about the same subject.

Then you can click again on the Next button in the upper right corner.

We ask you to again to confirm you wish to reopen the case and to add the reason for it:

Then the status of the Case changes again to New.