Product cases
The Product Cases section gives you a complete overview of all your open and closed support cases.
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You can find all your cases in
Product Cases
in the menu.Case list columns
The following columns appear in the case list:
- Case Number
- The unique identifier for your support case. Select the case number to open the case view.
- Account Name
- The company the case is created for. This is especially useful if you manage multiple companies.
- Product
- The Pagero product the case relates to.
- Status
- Indicates whether any action is required from you.
- Stage
- Provides more detailed information about the progress of your case.
Statuses and stages explained
- New
- The support team has received your case and will pick it up shortly.
- Work in Progress
- A support representive is actively investigating your case. No action is required from you at this stage.
- Open
- The case is waiting for information from a 3rd party, such as a scanning partner or another service provider. No action is required from you.
- Set for Auto-close
- The support team is waiting for your response or confirmation.
- If you don’t reply within a set timeframe, you will receive a reminder.
- If there is still no response after the reminder, the case will be automatically closed.
- You can reopen the case at any time by replying, and the support team will be notified.
- If you consider the issue resolved, no further action is needed.