How do I raise a Support Case?
How to create a Support Case
To create a support case with our Support team, please follow the instructions below:
- Log in to the Support Portal
- Click on Cases from the top menu
NOTE: if your support query is urgent, select your reason for urgency from the Case Reason field in the case form.
3. Click on the Create a Case button
4. Step 1 of 2 requires you to complete alll the mandatory fields in the form on your screen (those marked with a red asterisk)
Level 1 relates to the type of query that you have. Depending on the applications that your practice is licensed for, you will see up to four options to select from.
a. Select Cloud Product Support if your query relates to a cloud based product that your practice is licensed for, eg. CCH OneClick, Twinfield, finsit etc.
b. Select On Premise Product Support if your query relates to a locally installed product that your practice is licensed for, eg. CCH Central, CCH Accounts Production etc.
c. Select Billing, Licensing and Subscription if your query is for our Customer Services team, eg. you have a query regarding your invoice or you are requesting a new licence PIN etc.
d. Select Something Else if your query relates to an area of the Support Portal, eg. you are experiencing an issue activating an employee via Wolters Kluwer Account.
Level 2 is the product/topic that your query specifically relates to:
Level 3 is a further categorisation to assist the Support Consultant handling your case. Select Core Functionality if your case is related to the product as opposed to a specific category.
The Products field displays the actual line licence relating to the options that you have chosen so far. This selection is optional. If you do use the Products field please enter a summary of the issue into the Subject field as indicated by the red asterisk.
Enter the full description of the issue, including any error messages, into the Description field. The more information provided, the more likely your support agent will be able to resolve your query at first point of contact.
If your support case is non-urgent, you can leave the Case Reason at its default setting of software query or error.
Although the Product Version field is not mandatory it is always useful for the Support Consultant to know which version of the relevant product your query relates to, eg. 2021.300.11008 for CCH Central.
The External Reference field is also non-mandatory but it can be used by external IT companies to make a note of the equivalent Case Number within their own case logging system for tracking purposes.
Click Next to progress to Step 2 of the case creation process once you have reviewed the suggested articles that could answer your question.
Use Quickview to open an article in your existing window and the Filters tab to refine your search further.
When you click Next, step 2 will offer you more articles to review . If you're not able to find a solution to your query, scroll to the bottom of the screen and click Create Case. At this point your case will be created and automatically assigned to the next available support agent with the correct skillset to answer your question.
How to Check on an existing Support Case
To update or reopen a case from within the Support Portal, click on Cases from the top menu.
Select the case you are interested in
If you have multiple cases to search, use the Filter on the right. You can access up to two years of previous cases using the filter.
You are able to resolve your support case at any time during your work with a support agent or up to 48 hours after resolution of your case.
To re-open your case within 48 hours, click on the Case Number and scroll to the Add Comment box. Your case will automatically re-open and once you have refreshed your screen, you will see the case showing in Open Cases.
If a Support team member adds a new comment, you will receive an automated notification containing a link that will take you straight to the Case within the Support Portal.