If you (the operator) or your occupiers are experiencing technical issues with the essensys Platform, your essensys network, your services, or if you simply have a question that you want us to answer, you can raise support cases within the essensys Platform. You can monitor your support cases, and add comments and attachments as you see fit.

Once raised, these support cases are monitored and handled by essensys.

Tip: Before you raise a ticket, you should investigate whether you can resolve your issue with the help of the Knowledge Base and perhaps chat to us? For more information, see Contact us.

Create and Manage Support Cases

Tip: As well as using this page to raise tickets, you can also use it to:

Monitor cases that were raised by the Customer Success team, or that were raised automatically in response to network issues or tasks.
Review cases that were closed at a date in the past.

Accessing the Support page

Click Operations in the main menu.
If there are multiple sites visible in your view, select the site whose support cases you are interested in.
Click the Support tab.
The Support page opens. Details of the support cases are displayed in the main editor.

From the Support page, you can:

Review details of existing cases.
Create new cases.
Comment on, and supply attachments for, existing cases.

Create a new Support case

From the Support page, click New case.
A pop-up opens, offering two options:
- If you have not already done so, click Go to the knowledge base and search through our learning pages.
- If you cannot find an answer to your problem in the knowledge base, click Create a support case. The New support case dialog box opens.
Specify the details of your case:
1. Select the Occupier / Operator that the case is associated with.
  Note: The Contact field is populated with the email address of the user that is currently signed in to the essensys Platform.
2. Specify which Case area to classify your case against.
3. Select a Case reason.
4. Specify a Subject for your case.
  This short name or subject should be a summary of the case being raised.
  Note: The subject will be the first information seen by another user, and will enable text searches of the issues. It is, therefore, very important to make sure that it is clear and concise.
5. Specify a full Description for your case.
  The description needs to be enough information for essensys to be able to resolve the case, so think about the type of information that you supply to us.
  Example: If you are reporting an issue with a particular occupier's internet connection, make sure that the description contains the nature of the issue, the name of the occupier experiencing the issue, the date and time of the issue, the connection type, and any other information that could be useful.
Click Save.

The case is created in the essensys Platform for resolution by essensys.

View and Comment on Existing Support cases

You can view your existing cases, and update those cases with comments or attachments, if you have more information to add.

From the Support page, use the filters at the top-right to find the case you are interested in.
Click the subject of the case you want to view or update.
The case details page opens. The description of the case is presented in the main editor, with any subsequent comments following.
Note: The comments are added in time order. Each of the comments includes a time stamp.
To add a new comment:
1. Type your comment into the text field at the bottom of the page.
2. If you also want to add an attachment, click the paperclip, and then select the file that you want to add.
3. Once the text and file are specified, click Post.
  The comment and links to any attached files are added.

Support cases (list view)

Header details

Field	Description
Site name	The name of the site whose support cases you are viewing.
<number> cases	The number of cases that are currently visible in the main list view.
Download	Click to download the filtered case list as a CSV file.

Filtering

Search and filter the list of support cases at the selected site.

Field	Description
Show all	Filter the list of support cases to show only those with a particular status, or select Show all to view all cases.
Sort by	Sort the cases by priority or date (most recent). Use the arrow icon to the side of this filter to reverse the order. For example, to view cases with lowest priority or highest priority.
Filter by occupier/operator	Filter the list of cases by the associated organization: Select Operator from the top of the list to show only those cases associated with the operator. Select the <occupier name> to show those cases associated with a specific occupier.
Search	Search for the case. This text search is based on the text in the subject field.
New case	Click to create a new support case. For more information, see Create a case. Tip: When you click New case, you will be offered a link to the Knowledge base. You may be able to find a solution for your problem there.

List of cases

Each row in the main editor represents a single case. Click the subject to view a page containing the conversation (comments and links) for an individual support case.

Field	Description
Priority	The priority that has been assigned to the case for solution. Default appearance:
Case Number	The ID for the case. This number is automatically created when your case is raised in the system. You should quote it if you need to contact essensys about this case.
Subject	The short name or subject of the case. Links to Case details.
Next Action	The group or individual responsible for performing the next action. For example, a new case is initially assigned to essensys for investigation.
Status	The current status of the case.
Occupier/Operator	The occupier or operator that reported, or is affected by, the issue.
Contact	The contact email address for the case.

Case details (view and create case)

Field	Description
Occupier/Operator	The organization that reported, or is affected by, the issue. Can be one of: Operator <occupier name>
Contact	The contact email address for the case. This is the email address for the user who is currently signed in to the essensys Platform.
Case area	The area that the case affects.
Case reason	This reason for this case being logged.
Subject	The short name or subject of the case. A summary of the issue that is being raised.
Description	The full description for the case. The description needs to be enough information for essensys to be able to resolve the case, so think about the type of information that you supply to us. Example: If you are reporting an issue with a particular occupier's internet connection, make sure that the description contains the nature of the issue, the name of the occupier experiencing the issue, the date and time of the issue, the connection type, and any other information that could be useful. Note: You may also want to save any screenshots or correspondence related to the issue that can be shared with the essensys staff in the chat or at a later date. You can only add attachments to the case after it has been created.

Support case details

Field	Description
Comment field	Type your additional information into the comment field.
Add attachment	Click Add attachment to attach a file or screen shot to the comment.
POST	Click POST to add your comment to the case. This associates the comment, and any attachments associated with it, with the existing case.