Background

The Lumivero Community is now linked to Customer Support cases.  With this integration, you can:

• view the status of your cases
• follow your cases
• send updates about an existing case
• reply on an open case
• reopen a closed case if you need further assistance with the same issue.

 

Support Case Statuses in the Community

Once logged into community.lumivero.com, go to Resources->View my tickets:

 

 

In the My Cases window, you will be able to view the cases associated to your profile.

Click View All to see the entire list

 

If you click on the Highlighted Subject you can view:

• Case DETAILS
  • Information provided to support regarding the issue.
• RELATED Items (Attachments)
  • Screenshots
  • Emails
  • Videos (etc)

You can also perform a few TASKS:

• Follow the case to view updates by the support team.
• Post an update to trigger a new email with the updated info to the support team
• Reopen the case if it's Closed

 

Following Your Case(s)

• Click on the Follow icon to be notified by updates made.

 

Posting Updates for Your Case(s)

• Click on the case you'd like to Post an update on.
• Click on Share on the right hand side.
• Add a topic (To defaults to the case)
• Enter your text with any preferred formattingc
• Click on Share an Update to create a customer reply on the case.

 

Reopening Your Case(s)

• Reopen the case if it's Closed
  • Click on the case you'd like to Post an update on.
  • Click on Share on the right hand side.
    • A notification window will appear

 

 

Related Article

How to Open a Support Case in the Lumivero Community