Submitting a Support Request¶
Accessing Support¶
From CxCentral
Click Support in the upper-right corner of the homepage. From CxPortal
Click Support in the upper-right corner of the homepage. The support icon is also available in the top navigation of each module and feature, so you can submit a request without leaving the page you're working on.
Note: If you're unable to sign in to CxCentral or CxPortal, you can submit a support request using the support email address your organization provides.
Submitting a Request¶
Open the support form¶
Click Support in CxCentral or in the top navigation of CxPortal. The Create case page opens.
Complete the Case details¶
Fill in the required fields (marked with *) and any optional fields that apply. Each field is explained in Case Details Fields below.
The form defaults to Bug Report as the case type and Low priority — change these if they don't match your situation.
Write a clear description¶
Provide a detailed Description so our team can route your request to the right person on the first try. It's helpful to include what happened (with the exact error message), what you expected, steps to reproduce, who's affected, and when it started.
Add attachments¶
Add screenshots, recordings, logs, or other supporting files. You can add attachments when you submit a request, and at any time afterward by opening the case and using the Attachments box on the case details page.
Submit¶
Click Create. You'll receive a confirmation email, and the new case will appear in the Support Cases widget on the CxCentral homepage. Click the row to view the case, track progress, and reply to our team as it's worked.
Case Details Fields¶
The fields below appear in the Case details section of the form. Required fields are marked with an asterisk (*).
| Field | What to enter |
|---|---|
Title * |
A short, specific summary. Example: "Outbound calls failing for Sales team since 9 AM EST." |
| Where case notifications are sent. Usually pre-filled with your account email. | |
On behalf of * |
The user this case is for — yourself, or a colleague (Company Admins only). |
Case Type * |
The type of request — Bug Report, Feature Request, How-To, Access Management, Technical Support, or Billing. Defaults to Bug Report. |
Priority * |
The urgency level. See Case Priorities below. Defaults to Low. |
| Recipients (optional) | Teammates to CC. They'll get email updates on all case activity. |
| Description | Details of the issue or request. |
Setting Priority to High or Urgent? You'll be asked to provide a brief business justification — including any relevant timing constraints. This helps our team understand the business impact and respond appropriately.
Case Priorities¶
| Priority | Definition | Example |
|---|---|---|
| Urgent (P1) | Production system down or major data loss risk. Business operations are halted, or the issue is directly impacting revenue. | Platform inaccessible for all users in your organization. All systems completely nonfunctional. |
| High (P2) | A core feature is unavailable or severely degraded. Significant business impact, even though the platform is online. | Login broken for a subset of users; a key workflow is blocked; inbound calls not terminating or outbound calls failing with severe audio issues. |
| Medium (P3) | A feature is impaired but a workaround exists. Moderate impact on users. | A report won't load, but the underlying data is accessible another way. A PRI out of service classified as a MAJOR alarm. |
| Low (P4) | A minor or cosmetic issue with no operational impact. | A UI label is incorrect, or a non-critical documentation gap. |
Urgent issues outside of business hours
Submit a case as normal — our support team receives case notifications and monitors for urgent issues out of hours.
Case Statuses¶
As your case moves through our process, its status updates so you can see where things stand. You'll find the current status on the case details page and on the My Cases dashboard.
| Status | Meaning |
|---|---|
| Open | The case has been submitted and is awaiting initial review by our team. |
| Received | The case has been triaged and assigned to an agent to be worked. |
| In Progress | An agent is actively investigating or working on your case. You'll receive updates as the investigation progresses. |
| Pending | The case is paused pending further investigation or internal review. Feature requests typically sit in this status while they're evaluated by our Product team. |
| Waiting on Customer | We need additional information from you before we can continue. Check the most recent comment on the case to see what's needed, then reply via the Comments section. |
| Waiting on Third Party | We're waiting on a response from a third party (for example, a cloud provider) before we can continue. We'll update the case as soon as we hear back. |
| Closed | The case has been resolved, or it has been closed automatically after 72 hours with no response to a resolution confirmation. You can reopen a closed case by adding a new comment. |
Replying and Adding Comments¶
To add information to a case after submission:
- Open the case from the Support Cases widget on CxCentral, or from the cases dashboard.
- Scroll to the Comments section on the case details page.
- Enter your message and click Submit Comment.
Comments are visible to you, anyone CC'd on the case, and our support team — and they form a complete record of the conversation.
Adding a comment to a closed case sends a notification to our team and can reopen the case. If your new issue is unrelated to the closed case, please open a new case so we can prioritize it on its own.