Submitting a Case

Users have the option to create a case by clicking on the “Create a new case” button.

• At the centre of the screen if they haven’t created a case before 

• On the top right-hand corner if they already have cases logged in 

To submit a case, they will need to fill in the relevant form fields in the “Submit Case” page that appears.

This includes: 

• Form: Clicking on this field opens a drop-down menu with available forms (configured in Puzzel Case Management) that users can choose from depending on their support request.

• Subject: The user can identify the subject of their request

• Content: The user can provide information relating to their case in this text box. There are multiple format options available to them (see screenshot below).  

• Attachments: it’s possible to attach relevant information from the computer’s local drive. (Supported file types are: JPEG, GIF, JPG, PNG, CSV, XLS, PDF and TIFF)

Once this has been edited, users can submit the case by clicking on this button: 

“Submit Case” 

Once the case has been submitted, the user will be redirected to the “View Ticket” page. 

The information that is visible here is: 

• The Ticket’s Subject 

• Ticket No. 

• Ticket Status 

• The option to “Resolve Case” on the user’s side 

• The option to “Reply” which opens a collapsable menu to edit the response <Screenshot> 

• The support request overview with date and time stamp. When users click on this the full support request collapses.