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This Documentation describes how to submit a case via Wildix Partner Community, monitor the case, and chat with Support Team. Created: May 2023 Wildix Partner Community documentation: https://wildix.atlassian.net/wiki/x/ahXOAQ Permalink: |
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Introduction
Wildix Partner Community provides an easy and convenient way to submit a customer care _________
Submit a Case
Customer Care / Tech Support ticket
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
3. Choose Case Reason (e.g. Billing / HWaaS / Orders / CLASSOUND, etc.)
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Also, confirmation is sent to your email, which includes the name of the case, case number and link to the Case:
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Feature request
1. On the Home page, click Submit a Case button:
2. Choose the option Feature request:
3. For Case Reason, select if the requested feature is required for potential customer, existing customer, or it is just a generic request:
4. In the Category field, select if it is a new feature request or a request for a new integration: 
5. Let us know how the new feature / integration could help you increase your MRR in the next 3 months, if the request is satisfied and click Next:
6. Further questions depend on the category chosen in the previous step:
For Potential customer:
1) Tick off the necessary options if they are applied to the potential customer:
- Is this request the only thing that prevents a deal to be signed?
- Will it be possible to arrange a call/meeting between the customer & Wildix Sales Manager?
2) Choose by when the final decision of the customer must be taken and click Next:
3) Select Customer industry:
4) Choose Customer Account and click Next:
5) Select Customer Contact and Project and click Next:
6) Provide maximum details about the requested feature and click Submit:
For Existing customer:
1) Choose how much MRR the customer is already generating:
2) Specify if it will be possible to arrange call/meeting between the customer & Wildix Sales Manager, select by when the final decision of the customer must be taken, and click Next:
3) Select Customer Industry and Customer Account and click Next:
4) Choose Customer Contact and click Next:
5) Provide maximum details about the requested feature and click Submit:
For Generic request:
1) Select Customer Industry and Customer Account and click Next:
2) Choose Customer Contact and click Next:
3) Provide maximum details about the requested feature and click Submit:
Integration request
In case of an integration request, you also need to provide website link to the product you want to be integrated with Wildix , and let us know if test environment can be provided, and click Next:
View your case
When you click the link to your case either from confirmation pop-up after submitting a case, or from email, the Case tab opens with the details of your case:
You can always view the list of your cases The Details tab includes such information as Case Owner, number, status, priority, approximate closure date, device information (item code, device S/N, PBX name, PBX S/N), as well as description:
The Related tab displays cases, emails, and attachments related to the case:
Your case is always accessible on the Cases tab in Salesforce Partner Community:
Manage your case
To provide any further details about the case, open your case in Partner Community and proceed to the right-side panel (called Chatter):
Here, you can write a message to the Support Team and attach any additional files if required, and click Share:
Responses from the Support team are also displayed here:
Once there is a message from Wildix Support, you also get the relevant notification to the email address:
The email is intended for notification purposes only. Any replies or inquiries need to be handled via Partner Community Chatter, so that all communication is in one place.
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