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Introduction

Wildix Partner Community provides an easy and a convenient way to submit a customer care _________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. 

Submit a Case

Customer Care / Tech Support ticket

1. On the Home page, click Submit a Case button:

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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
  
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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:
 

Feature request

1. On the Home page, click Submit a Case button:

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2. Choose the option Feature request:

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3. For Case Reason, select if the requested feature is required for potential customer, existing customer, or it is just a generic request:

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4. In the Category field, select if it is a new feature request or a request for a new integration: 

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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:

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 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:

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3) Select Customer industry:

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4) Choose Customer Account and click Next:

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5) Select Customer Contact and Project and click Next:

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6) Provide maximum details about the requested feature and click Submit: 

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For Existing customer:

1) Choose how much MRR the customer is already generating:

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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: 

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3) Select Customer Industry and Customer Account and click Next:

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4) Choose Customer Contact and click Next: 

5) Provide maximum details about the requested feature and click Submit: 

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For Generic request:

1) Select Customer Industry and Customer Account and click Next:

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2) Choose Customer Contact and click Next:

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3) Provide maximum details about the requested feature and click Submit: 

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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:

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View your case

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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.

To leave a comment to an agent's message in Partner Community, click Comment and type your message:

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Re-Open the Case

If you need to re-open the case for any reason, click Re-Open Case, provide details in the Description field and click Re-Open:

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After re-opening, a new case is created and it becomes available in the Related Cases section:

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Further communication regarding the re-opened ticket is performed in the newly created related case. 

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