Support Partners Case Management

KB ID: 2836
Published: 2019-01-10
Last Modified: 2021-07-16
Languages: BR | DE | IT | FR | ES
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Challenge

A new feature on the ProPartner Portal allows all registered users of your organization to submit and manage Veeam support tickets on behalf of your customers. Previously, with Case Administrator feature only certain employees at a partner organization had rights to manage their customers’ support cases. And with this new feature, all registered members of your team now get access to your customer’s cases in 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

Expand the sections below to learn more.
How to request rights to manage cases for a customer
  1. Log in to the ProPartner portal.
  2. Click Technical & Pre-Sales on the left-hand toolbar
  3. Then click Customer Support at the top of the popout menu (fig. 1)
  4. Find the desired contract
  5. 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. 

Support Menu Option
Fig. 1 (Menu location)
requests
Fig. 2 (Request)
How the Customer receives the approval request

The Primary License Administrator of the contract will receive an email notification about the new request to manage cases. Additionally, all requests will be visible to any License Administrators and can be Accepted or Declined in their My Account:


User-added image

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

Once the request is approved, ProPartner users will see an Open a Case button on the ProPartner page:

User-added image
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

For any questions please feel free to create a Licensing Support case.
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