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Case Management Dashboard

Create a case

After signing in to the Case Management Dashboard, you can submit a new support case. Complete the required fields and provide details about your issue or question.
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  1. Sign in to the
    Case Management Dashboard (CMD)
    .
  2. Select
    Create Case
    .
  3. Complete the following fields before submitting your case:
    • Web Email
      : Enter the email address where you want to receive notifications when your case is updated or responded to by the support team.
    • Customer Number
      : Enter the customer number your case relates to. If your issue affects multiple companies, include the additional customer numbers in the
      Description
       field.
      note
      If you manage multiple companies, your case is created under your main company account. You can link your case to another account later in the case view.
    • Organization
      : Enter your company's organization or VAT number. If multiple companies are affected, add the other organization numbers in the
      Description
       field.
    • Customer Name
      : Enter the name of your company. If your case involves more than 1 company, list the additional company names in the
      Description
       field.
    • Product
      : Select the product your case relates to.
      note
      For questions about contracts or billing, select
      My Pagero Subscriptions & Invoices
      .
    • Type of Request
      : Select the option that best matches your case. The available options depend on the product you selected. If this field is grayed out, no selection is required.
    • Support Group
      : Select the support team you want your case routed to. Depending on the product, options may include local support teams or 24/7 English support.
    • Subject
      : Enter a short, clear title that summarizes your case.
    • Description
      : Describe your issue or question in as much detail as possible. If the case affects multiple companies, list each 1 clearly. Where possible, include:
      • Example documents
      • Relevant dates
      • Any steps you have already taken
  4. Select
    Submit
     to create your case.
    You are taken to the case view, where you can upload attachments such as screenshots or example files to support your request.

This article applies to:

  • Product: Pagero Online