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Info

This Documentation describes how to submit a case via Salesforce Partner Community, monitor the case, and chat with Support Team.

Created: May 2023

Updated: March 2025

Other documentation: 

Permalink: https://wildix.atlassian.net/wiki/x/AYDCCw

Table of Contents

Introduction

Salesforce Partner Community provides a convenient way to submit a case to Customer care or Tech support team if you have any questions, issues, or feature requests, easily track the status and manage all the relevant communication in one single place. 

Video Tutorial


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Customer Care / Tech Support
  1. On the Home page, click Submit a Case button:

  2. Select type of your case and click Next
    Here is the overview of case types you can choose from:
    • Customer Care: Resolve billing issues, check invoices and ensure your account is up to date
    • Feature Request: Ask for additional features or integrations with our feature request option
    • Tech Support: Report technical issues and get help with all aspects of the Wildix Blue ecosystem
    • Customer Success: Escalate your issue to Customer Success Specialist team
    • HWaaS Management: Request to cancel, replace or upgrade HWaaS devices
    • RMA Capex: Request replacement of equipment

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       Note
      Note: SMS Registration option is available for US only. See more details in the documentation Registering 10DLC numbers for SMS campaigns
      For UK SMS Registration, Customer Care ticket should be opened.

  3. Choose Case Reason (e.g. Billing / HWaaS / Orders / CLASSOUND, etc.) and click Next:

  4. Choose Category (for some case reasons, the field is not required) and click Next:


  5. Where appropriate, select the Sub-category and click Next:

  6. Search for the necessary PBX or device, select it from the list and click Next:  

  7.  Enter case Subject and Description and attach any files that are relevant for the case, and click Submit:


  8. After clicking Submit, you get the confirmation in Partner Community with the link to your case:
...
Also, confirmation is sent to your email, which includes the name of the case, case number and link to the Case:
 

Feature request
  1. On the Home page, click Submit a Case button:
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  2. Choose the option Feature request and click Next:

  3. Enter Subject and Description and click Submit:
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Escalate issue to CSS
If you want to escalate your issue to CSS (Customer Success Specialist) team, e.g. in case you were not fully satisfied with the response from Tech Support team or the proposed solution, you can submit a case of CSS type:


  • Select case reason: 
  • Choose category if required (for general question case type, category is not required):
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To manage HWaaS devices (replace or cancel):
  1. On the Home page, click Submit a Case button
  2. Choose the option HWaaS Management:
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HWaaS Replacement
  1. For Case Reason, select HWaaS Replacement:

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  2. Choose customer account which is related to the request and click Next:

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     Note
    Note: If there is no customer account in the database, you can create a new one by clicking Create new customer and filling out the form:

  3. Select the device and click Next:
     

  4. Provide details, entering the Subject and Description of your request reason and click Next:

  5. Choose address (End User / Partner / Reseller Address) and click Next:

     Note
    Note: 
    • If you choose Partner Address, the contact fields are pre-filled with the details of the Partner submitting the case. The address is taken directly from the current account. 
    • If you choose End User Address, the address fields are pre-filled with the address from the Customer account, which was selected previously.
    • In case of choosing Reseller Address, select Reseller Account and press Next to proceed with filling out the address:
    If needed, you can modify contact or address details. These changes are saved only for the case record and the contact information are not changed.

  6. Review the delivery address and confirm it is correct and click Next:

     Note
    Note: For End User Address, you have to select customer contact and provide a contact phone number. If there’s no customer contact in the system, you can create a new one.

  7. Provide a pick-up address or turn the toggle on if pick-up address is the same and click Next:


  8. If you provide a a pick-up address, review it and confirm it is correct, click Next:
  9. Provide box sizes and click Submit:

HWaaS Cancellation
  1. For Case Reason, select HWaaS Cancellation and choose customer account related to the request, click Next:

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     Note
    Note: If there is no customer account in the database, you can create a new one by clicking Create new customer and filling out the form:


  2. Select the device(s) and click Next:
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     Note
    Note: For HWaaS cancellation you can select multiple devices. 

     Warning
    Important: If the HWaaS devices were used for less than 6 months, they will continue to be charged after cancellation till the 6-month time is reached.

  3. Provide details, entering the Subject and Description of your request reason, click Next:
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  4. Choose a pick-up address and click Next:
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     Note
    Note: 
    • If you choose Partner Address, the contact fields are pre-filled with the details of the Partner submitting the case. The address is taken directly from the current account. 
    • If you choose End User Address, the address fields are pre-filled with the address from the Customer account, which was selected previously.
    If needed, you can modify contact or address details. These changes are saved only for the case record and the contact information are not changed.

  5. Review the pick-up address and confirm it is correct, click Next:
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  6. Provide box sizes and click Submit:

 Note
Note: If you need multiple boxes, enable the Add Box toggle:
The maximum number of boxes is 3.  
...
 Note
Note: Before submitting HWaaS upgrade request, you need to open a Customer Care Case. This Customer Care Case number will then be required to open the HWaaS Upgrade request. 

  1. Select HWaaS Management as Case Type and for Case Reason, select HWaaS Upgrade:

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  2. Link the appropriate Customer Care Case related to this request by adding case number in the Customer Care Case field:

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  3. Choose Customer Account related to the request and click Next:
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  4. Select devices the case is related to and click Next:
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  5. Provide the reason of the request filling out the Subject and Description fields and click Next:

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  6. Choose delivery address:
     Note
    Note: 
    • If you choose Partner Address, the contact fields are pre-filled with the details of the Partner submitting the case. The address is taken directly from the current account. 
    • If you choose End User Address, the address fields are pre-filled with the address from the Customer account, which was selected previously.
    If needed, you can modify contact or address details. These changes are saved only for the case record and the contact information are not changed.

  7. Review the address and confirm it is correct, click Next:
  8. Choose pick-up address. In case delivery and pick-up addresses are the same, tick off the checkbox in front of "Pick-up address is the same as shipping address?":


  9. Provide box sizes and click Submit:
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For Resellers
Report an issue 
  1. Click Submit a case:
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  2. In the Case Reason, select the option Report an issue:
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  3. Choose category:
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  4. Once chosen, click Next:

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  5. Enter Subject, Description and attach files, if required and click Submit:
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After clicking Submit, you get the confirmation in Partner Community with the link to your case:
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Also, confirmation is sent to email, which includes the name of the case, case number and link to the Case. The submitted case is assigned to partner’s queue. 
Ask a general question 
  1. Click Submit a case:
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  2. Choose the option Tech Support or Customer Success
     Note
    Note: For UK market, the prerequisite for opening a Tech Support ticket is a completed W-FE Prerequisite training. 

  3. In the Case Reason, select the option General question and click Next:

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  4. Enter Subject, Description and click Submit:
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After clicking Submit, you get the confirmation in Partner Community with the link to your case:

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Choose type of the issue, Customer Care (e.g. billing issues, invoices, questions about the account) or Tech Support (to report any technical issues): 
Choose Case reason and Category, Sub-category (if required) and click Escalate:
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