Submit a Case via Salesforce Partner Community

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

Created: May 2023

Updated: October 2025

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

Submit a Case

For Partners

Customer Care / Tech Support

On the Home page, click Submit a Case button:

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
Tech Support: report technical issues and get help with all aspects of the Wildix Blue ecosystem
Customer Success: send questions or doubts related to the use of the Wildix platform
HWaaS Management: request to cancel, replace or upgrade HWaaS devices
RMA Capex: Request replacement of equipment
SMS Registration: register your numbers for SMS sending

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.

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

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

Where appropriate, select the Sub-category:

Choose Account:

In case the issue is urgent/ service is down, use the relevant checkbox:

Choose device type (optional) and click Next:

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

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

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:

Escalate issue to CSS

Any questions or doubts related to the use of the Wildix platform should be sent to Customer Success team:

Select case reason:

Choose category:

Select Customer Account and device type (optional) and click Next:

Select PBX or device your case is related to and click Next:

Enter title, description, attach files if required and click Submit:

RMA CAPEX

Consult How to open an RMA request for CAPEX to open an RMA request on Salesforce Partner Community.

Manage HWaaS devices

To manage HWaaS devices (replace or cancel):

On the Home page, click Submit a Case button
Choose the option HWaaS Management:

Confirm you have read and understand the notice regarding rental equipment returns

See the instructions for all HWaaS management types (replacement, cancellation and upgrade) below. After submitting HWaaS management case, the Contact Recipient specified in the case is then notified via email by Wildix Logistics team.

HWaaS Replacement

For Case Reason, select HWaaS Replacement:

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

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:

Select the device and click Next:

Note: In case any of the selected items includes batteries or battery-powered components, you will see the following warning (1) and links to download battery instructions and battery label (2):

Confirm you have read the battery packaging instructions, attached the required label and will comply with battery shipment regulations before proceeding:

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

Choose the Receiver. Start typing the recipient’s name or address details (e.g., country, street, postal code) to search for an existing address. If a match is found, the address is filled in automatically.

If the recipient or address is not found, click the Add an Address button and fill out the necessary details to add a new address:

Note: The Receiver (Address Name) will appear as the the recipient on the shipping label.