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.
After clicking REQUEST PERMISSION, an automated e-mail is sent to the Primary License Administrator of the selected contract with the 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:
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.
Once the request is approved, ProPartner users will see an Open a Case button on the ProPartner page:
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.
This form is only for KB Feedback/Suggestions, if you need help with the software open a support case