Cases Overview

There are two types of question category displayed in the Submit A Case section located on the Cases tab:

General Question Case
Technical Product Question Case

A General Question case is a non-technical inquiry that is not related to a Product. The system assigns each General Question case a unique ID, always beginning with the number 9. No contract is required to submit a Service Request. Account Maintenance, Billing or Finance, and Customer Satisfaction are examples of requests not directly related to products. You should create a General Question case to remove an employee from your contact list, for example, if the person is no longer employed with your company.

A Technical Product Question case relates directly to a product and is assigned a unique ID, always beginning with the number 8. You must have an active Service Plan Contract to submit a Technical Product Question case and these cases generate a response from Sage.

The Cases tab contains two main areas:

Submit A Case – This area is where you create new General Question and Technical Product Question cases.
Case History – This area includes both Support Tickets and Service Requests and displays all statuses. When you click the My Requests tab, the window opens listing all of the Support Tickets and Service Requests you have entered. You can also search for your Customer Service Requests, Customer Support Tickets, and Service Contracts.

Important

All employees for a company registered on the Customer Portal can view all Support Tickets and Service Requests.