Using the Khoros Community Case Portal

[#1]

This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.

To access the Atlas Case Portal

• Register for Khoros Atlas using the email address you log into the Khoros Platform with, and follow the email verification steps.
• Once registered and verified, email support@khoros.com and provide the following information:
  • Full Name
  • Email Address
  • Khoros Atlas community username
  • Whether or not you will need access to all of your organization’s cases.

You will receive a confirmation email once the team has granted you with access, at which point you will be able to access the Case Portal.

Creating a New Case

1. Click Create Support Case.
   
2. Fill out the form, including as much detail as possible, attach screenshots where relevant, and save your Case.

Looking for an existing case

Go to the main Case Portal page to view all open/resolved cases that you personally created. 

From here you can both search for your case by Case # or subject, and review the status and last response for each Case.

 

Managing Existing Cases

1. Click on the subject of an existing case.

2. To Reply to the Case, scroll past the Case Details sections to the thread of comments beneath. Add a new Comment to reply and update the Case.

3. To Escalate a Case, scroll to the bottom of the Case Details section and click the Escalate button. 

4. To Close a Case, click Close Case at the top right corner of the page.

Troubleshooting the Atlas Case Portal

If you experience any issues while navigating the Case Portal, please submit a new Case and the team will investigate.

If you are unable to submit a new case, please contact support@khoros.com with details of the issue you are experiencing.

[dpowles]

Case Portal links throw 403 forbidden

[nad_dyra303]

Why my access denied?

[#4]

This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.

To access the Atlas Case Portal

• Register for Khoros Atlas using the email address you log into the Khoros Platform with, and follow the email verification steps.
• Once registered and verified, email support@khoros.com and provide the following information:
  • Full Name
  • Email Address
  • Khoros Atlas community username
  • Whether or not you will need access to all of your organization’s cases.

You will receive a confirmation email once the team has granted you with access, at which point you will be able to access the Case Portal.

Creating a New Case

1. Click Create Support Case.
   
2. Fill out the form, including as much detail as possible, attach screenshots where relevant, and save your Case.

Looking for an existing case

Go to the main Case Portal page to view all open/resolved cases that you personally created. 

From here you can both search for your case by Case # or subject, and review the status and last response for each Case.

 

Managing Existing Cases

1. Click on the subject of an existing case.

2. To Reply to the Case, scroll past the Case Details sections to the thread of comments beneath. Add a new Comment to reply and update the Case.

3. To Escalate a Case, scroll to the bottom of the Case Details section and click the Escalate button. 

4. To Close a Case, click Close Case at the top right corner of the page.

Troubleshooting the Atlas Case Portal

If you experience any issues while navigating the Case Portal, please submit a new Case and the team will investigate.

If you are unable to submit a new case, please contact support@khoros.com with details of the issue you are experiencing.

[#5]

This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.

To access the Atlas Case Portal

• Register for Khoros Atlas using the email address you log into the Khoros Platform with, and follow the email verification steps.
• Once registered and verified, email support@khoros.com and provide the following information:
  • Full Name
  • Email Address
  • Khoros Atlas community username
  • Whether or not you will need access to all of your organization’s cases.

You will receive a confirmation email once the team has granted you with access, at which point you will be able to access the Case Portal.

Creating a New Case

1. Click Create Support Case.
   
2. Fill out the form, including as much detail as possible, attach screenshots where relevant, and save your Case.

Looking for an existing case

Go to the main Case Portal page to view all open/resolved cases that you personally created. 

From here you can both search for your case by Case # or subject, and review the status and last response for each Case.

 

Managing Existing Cases

1. Click on the subject of an existing case.

2. To Reply to the Case, scroll past the Case Details sections to the thread of comments beneath. Add a new Comment to reply and update the Case.

3. To Escalate a Case, scroll to the bottom of the Case Details section and click the Escalate button. 

4. To Close a Case, click Close Case at the top right corner of the page.

Troubleshooting the Atlas Case Portal

If you experience any issues while navigating the Case Portal, please submit a new Case and the team will investigate.

If you are unable to submit a new case, please contact support@khoros.com with details of the issue you are experiencing.