Managing Support Cases¶

After you create a support case, the case number will display in the dashboard from your Case Management homepage, along with all the cases you manage for your organization. To view the Case History and details of the cases, click the Case Number from the Case Number column.

The Case History screen displays:

The timeline of the case from its creation.
The Select Action drop-down menu. For more information on the options available from the Select Action drop-down, refer to Responding to Cases.
The right-side panel displays important case metrics such as Status, Creation date, Urgency, Organization, Project, and the affected Device.
The Add Users panel displays the list of current users who were added to manage and monitor the case. For more information on adding or removing users to Support Cases from the dashboard or from the Add Users panel, refer to Add or Remove Users to Support Cases.

Responding to Cases¶

As your case progresses, interact with Support inside the case by reading and responding to the Case History.

Click the Case Number of the Support case you want to manage.
From the Select Action drop-down menu, click Add Response.
Enter your message to Support in the Add Response box.
Upload any files that could help Support to diagnose and resolve your issue. You can browse for files or drag and drop your files into the upload window. The maximum allowed file sized is 2MB. You can remove uploaded files by clicking the X beside that file in the uploaded files display.
Click Submit.

A success confirmation pop-up message displays at the top of the Support Case Management page. To review the case notes you submitted, click Show more case history in the Case History section.

Using Email to Respond to Cases¶

Once a case is created, the creator and all users added to the case will receive email notification of case updates. The creator and all added users can engage with Support through case updates by replying to those emails directly.

When responding to case updates using Reply or Reply All, consider the following:

Select Reply, which will update the Support case with your response, and notify your Support Representative of your update.

Note: When collaborating on cases, use Reply so that added users won’t reply to an old email notification and cause out of sequence entries to the Support Case.
Select Reply All, which will send the response to the case AND all collaborating users.

Viewing Live Chat Logs in Case History¶

When contacting Support using Live Chat from the Metal Console, a Support case is automatically created on your behalf.

Only the transcript of your Live Chat cases opened in the ECP are reflected in the Case History. The Live Chat History from the Intercom in the Metal Console is NOT captured in the Case History.

Add or Remove Users to Support Cases¶

The Support Center (Beta) allows you to add other users to cases so they can manage and monitor those cases. Users you add as collaborators also receive email notifications when there is an update to the case. You can add users to cases in two ways:

In the Open a Support Case screen, search for users in the Search field and click Add.
In the Add Users panel of an existing Support case you want to view. To add or remove users, click the pencil icon. Search the username in the field and click Add to include additional users. Click the red X symbol to remove users from the case. Click the blue X symbol to close the edit screen.

Important Notes:

Adding users is optional and allows other selected members of your organization to monitor and track support case statuses. You can add up to four additional users to any case.
Regardless of your role, you should be able to add up to four users to collaborate on any case that you are able to view. If you're unable to add users, submit feedback using this form.
The Support Center does not currently support adding users to non-Metal cases. You must add non-Metal users to cases during the initial case creation in ECP.

User Roles and Permissions¶

All Support permissions map to user roles associated with each Organization and each Equinix product. Support Center users are either Administrators or Users.

Administrators can do the following:

Function as Organization owners.
Can create cases (currently Metal only).
Can view and manage all Support Cases associated with that Organization in the Support Center.
Can add or remove other Metal Administrators and Users as collaborators on cases.

Users can do the following:

Can create cases (currently Metal only).
Can view and manage cases they created.
Can view and manage cases they've been added to as collaborators.
Can add or remove other Metal Administrators and Users as collaborators on cases they created.

Action Required¶

When a case is in progress and Support has updated the case, you need to take action to continue the Support process. Support marks the case as Action Required and the status displays from your Support Case Management dashboard. You can view and respond to cases marked as Action Required in two ways:

Select the Action Required filter in the Support Case Management dashboard to easily surface cases that require action.
Click the case number you want to manage. View the Case History information to understand what action is required then click Select Action > Add Response, enter your response, and click Submit. The Action Required flag is removed and the case no longer displays in the Action Required filter.