Manage Support cases

After creating a support case, you can monitor its progress, add more details, upload supporting documentation, and more.

Before you begin

• You must be an authenticated user to access the Support Portal.

• You must be a primary support contact to see all open cases. Other contact types can only see the cases they've created. Learn more about support contacts

Instructions

1. In the Billtrust platform, select Help & Support from the global navigation header.

2. Select Support Center > Go to Support Center. 

3. Select My Cases.

4. Select the case number.

   Tip: By default, cases are sorted by recency. Select Recently Viewed to apply a different list view.

5. Take one of several different actions on the case page:

   • Select Escalate Case to request higher-level support.

     • Explain why you need to escalate the case and how the issue is affecting your business.

   • Select Add Comment to leave additional details for the support agent.

   • Select Close Case to end an open request.

   • Select Case Participants to add additional contacts to your case.

     • Enter participants' email addresses, separating each with a comma, and then select Next > Finish. Participants are notified each time a case is updated. 

   • Use the Case Communication panel to review previous interactions related to the case.

   • Use the Case Description panel to review the reason why the case was created.

   • Use the Files section to upload supporting documents related to the case.

     • For example, you might upload a log or screenshot that captures unexpected behavior.