This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.
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.
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.
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.
A new form displays along with some details and instructions. On that form, provide a summary of why the case needs to be escalated to an Escalation Manager for review within 4 business hours.
After you've filled out the escalation summary and submitted the request, an alert is sent to an Escalation Manager for review. An Escalation Manager will review the request and reply directly in the case you escalated with a decision or plan of action
4. To Close a Case, click Close Case at the top right corner of the page.
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.
Case Portal links throw 403 forbidden
Why my access denied?
This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.
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.
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.
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.
A new form displays along with some details and instructions. On that form, provide a summary of why the case needs to be escalated to an Escalation Manager for review within 4 business hours.
After you've filled out the escalation summary and submitted the request, an alert is sent to an Escalation Manager for review. An Escalation Manager will review the request and reply directly in the case you escalated with a decision or plan of action
4. To Close a Case, click Close Case at the top right corner of the page.
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.
This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.
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.
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.
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.
A new form displays along with some details and instructions. On that form, provide a summary of why the case needs to be escalated to an Escalation Manager for review within 4 business hours.
After you've filled out the escalation summary and submitted the request, an alert is sent to an Escalation Manager for review. An Escalation Manager will review the request and reply directly in the case you escalated with a decision or plan of action
4. To Close a Case, click Close Case at the top right corner of the page.
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.