StevenT
Khoros Alumni (Retired)
Joined 12 years ago
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Re: Escalating Support Cases
Hey StanGromer that's correct, the button gets unlocked after the timer has expired. As the article mentions, this allows us a bit of time from the case being created for us to be able to pick up the case to be able to do our initial triage and due diligence to get back to you with next steps.How do I close a support case that's been resolved?
When you have an open support case, you will be able to see a new button on the case details page with the option to Close case. Once you are happy that your support case has been resolved you can click on the button, which will trigger a popup box confirming that you would like to close out your case with the support team. Once you have closed your support case you will be able to find it in the Resolved tab in the Case Portal. Note: If you wish to let us know why you are closing your case, please feel free to leave a comment on the case before closing. You may also receive a survey after the case is closed.Re: How do I close a support case that's been resolved?
Hey tyw Thanks for the feedback and glad to see that you're finding it useful! We decided during the launch of the feature to just the popup box due to also using the feedback survey when the case is closed to save potential duplication of putting it on the case + in the survey. As you're aware we are always looking at ways to improve customer engagement and I will add this on to the list of things to keep in mind when we are reviewing the case portal. We will look to see if we can make the process more clearer such as adding additional text to the close case popup and also the documentation above 🙂 For now I would recommend to leave a quick comment to say that you were able to resolve it yourself and what it was that resolved it and then click the close button.Re: Community 17.12 Release Notes
Hi TeroRe Just to clear things up, the changes with the quotes from plain text "username wrote:" to "@username wrote" is actually part of the GDRP directive that is being implemented and the changes we are doing around this. So this is not a bug. There was a bug however with the changes made where the mention wouldn't display. This was fixed, and this is what I originally worked with Suzie to document on this release note in the bug fix section. There is a couple of enhancement requests however made internally to how this works, I have also just discussed this with Suzie and she mentioned that the documentation team will work with our product team to get the changes documented :)
