Puzzel Customer HUB user guide
This user guide describe how you can log on to Puzzel's Customer HUB to create and view cases submitted to Puzzel Support.
Logging on
- Open https://puzzel.hub.puzzel.com and enter your First and Last name and a valid Email address before you press the “Login” button.
- An authentication email is sent to the provided email address.
If you are unable to find the email, make sure to check the junk/spam folder.
- Press the “Click here” link to access the Puzzel Customer HUB.
View Cases
In the main tab – My Cases - you will see cases that you have submitted from your email address.
You can see Ticket ID, Subject, Date Created, Date Updated, Status and Actions.
If you have been given additional access, you will see a tab called Organization Cases.
On the Organization Cases tab you will see all the tickets associated with your Organization.
If you are a partner or have more than one Organization associated, you can select the different Organizations from the Select Organization option.
Please note that as default you will only have access to your own cases. If you require additional access this needs to be requested to Puzzel Support on your behalf by an approved contact person within your Organization.
From the “Filter by:” option, you can choose to see “All Cases”, “Cases where we’re expecting a response from you”, “Cases where it’s our turn to follow up” and “Cases which are resolved or archived”.
A description of the different case statuses can be found by clicking “Status” on the right side of the page.
Create New Case
On the top right of the page, you will see the button to Create New Case.
Input the fields and provide as detailed information about the Incident/Change/Question as possible.
You can also add attachments such as agent logs, print screens etc.
When the Case is submitted you can see the case number and you can add more details if required by clicking the Reply button.
If for any reason you no longer need assistance from Puzzel Support, you can press the Resolve Case and that will resolve the ticket.
