This article describes how to manage the support cases that you have raised with Verizon Connect.
In this article:
View support cases
To view your support cases:
- In Reveal, click on your user icon in the upper right corner of the screen.
- Click MY ACCOUNT.
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From the My Account landing page, under Need help with Reveal?, click View support cases. A new browser tab opens.
- Make sure the Support Cases tab is selected in the menu on the left.
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A list of your support cases is shown. It lists all active cases belonging to your account and all cases that were closed in the last 90 days.
- New: The case is created.
- Assigned: The case is assigned to the appropriate team or agent.
- Scheduled: The case is escalated and a technician appointment is scheduled.
- Rescheduled: The appointment has been rescheduled.
- Awaiting your reply: The case requires additional information from you.
- Troubleshooting: The case is in progress to provide a resolution.
- Closed: The case is resolved.
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Cancelled: The case was cancelled by you, a Support agent, a resolution rule, or because it is a duplicate.
Find a support case
A list of your support cases is shown in the Support cases tab. To find a particular support case:
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You can narrow down the list of support cases by starting to enter a case number or a search term. The list is updated in real-time to show only those cases that contain the number in the Case Number field or the search term in the Subject or Details fields.
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You can enter or select a date to show only the cases that were created on the specified day.
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You can select a status from the list to show only the cases with the selected status.
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Click on a case number in the list to view more details about a particular case.
Create or close support cases
For information on how to create a support case, see create a new support case.
You can request to close cases with a status of "New" or "Assigned". To do this:
- Search for the support case in the list, or use the Search box to find it. Then click on the case number.
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Under the summary of the support case, on the right side of the screen, click CLOSE CASE. This button is shown only if the case has a status of "New" or "Assigned".
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Click CLOSE CASE in the dialog box. You can’t reopen cases that you have closed.
View or add comments on a support case
You can view or add comments to cases with a status of "New" or "Assigned".
To view or add comments on a support case:
- Search for the support case in the list, or use the Search box to find it. Then click on the case number.
- You can view existing comments and case statuses in the Activity section.
- To add a comment, type it into the box marked Add a comment. You may also attach a file to provide additional information that isn’t easily described in text, like a screenshot or a report.
- Your comment will be available for the Support agent to view.