- Veeam Support Knowledge Base
- Support Partners Case Management
Support Partners Case Management
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Challenge
A new feature on the ProPartner Portal allows all registered users of a ProPartner's organization to submit and manage Veeam support tickets on behalf of that ProPartner's customers. Previously, the Case Administrator feature only allowed specific employees at a ProPartner organization the permission to handle their customers' support cases. With this new feature, all members of a ProPartner's team can now access their customer's cases with only a few clicks.
This short video explains the main features of the new functionality and will walk you through its main steps.
Please note: to use this functionality you must have an active ProPartner registration.
Solution
How to request rights to manage cases for a customer
- Log in to the ProPartner portal.
- Click Technical & Pre-Sales on the left-hand toolbar
- Then click Customer Support at the top of the popout menu (fig. 1)
- Find the desired contract
- Click the REQUEST PERMISSION button. The status will change to Pending approval(fig. 2).
After clicking REQUEST PERMISSION, an automated e-mail is sent to the Primary License Administrator of the selected contract with the request.
.png?ck=1634915427012 "Fig. 2 (Request)")
How the Customer receives the approval request
Users with the following roles on the contract can approve a request:
-
Primary License Administrator
-
Secondary License Administrator
After the request is approved or declined, the user from the partner's account who submitted the request will receive a communication from Veeam about the request status.
How to open cases via the ProPartner Portal
Clicking the button will take you to a predefined Open a Case form.
Fill in the remaining required fields, click Next and submit the case as you normally would with any other case.
More Information
Related Articles
- Veeam Account Sign In FAQ
- How to Create a Veeam Account
- Veeam My Account Portal - MFA Guide
- My Account Portal "Recovery email for case contact" Guide
- My Account Portal - Role Management FAQ
- How to Create a Veeam Support Case
- My Account Portal: "No licenses can be found for your account"
- How to Attach Files to a Veeam Support Case
- How to Attach a File Larger Than 5GB to a Support Case
- How to Generate an SFTP Account for a Support Case
- How to Contact Veeam Support Management
- Support Partners Case Management
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