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stevestormoen
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Employee

Are you having trouble with something in your Invoca account? If you weren't able to find the answer to your problem searching or browsing for articles here in the Knowledge Base, you can create a new support case with our friendly Support team for prompt, expert assistance. Here's how:
 

  1. Login to your Invoca account and access our Case Portal (hint: you're already here). You can also get there from the navigation menu in this Community by going to Support > Case Portal
  2. Click on the green Create Support Case button
  3. Fill out a short form so we can figure out how best to help you. 
    • Subject: Try to describe your problem in a few concise words. If there is a solution to your query that already exists, it will show up as you type. 
    • Case Reason: Select a the general theme of your issue from the Case Reason drop-down menu.
    • Sub Category: This is a more specific classification of the issue. Selecting different Case Reasons will bring up different Sub Categories
    • Description: Provide a full description of the issue. The more context provided, the better. Include a clear statement of what you need from the Support team, and concise explanation of what you need solved. The following are some details to include depending on the nature of your issue:
      • What is the behavior you’re expecting to happen?
      • What is the behavior that is actually happening?
      • Call Record or Transaction IDs for any records that are causing trouble.
      • Links to any objects that are related to the issue you are experiencing  (i.e. Reports, Campaigns, etc.)
      • Screenshots (if applicable — they can provide more context for our team!)
  4. When you're finished, click Submit!


Congratulations, your case has been submitted to the Support team! We'll get back to you as soon as we can to help fix your issue. In the meantime, you can use your Support Portal to track any open support cases you might have.

To do so, log back into the Case Portal, navigate to the Open Cases tab and click on the title of the case to check in on the status of your case. While you're there, you can view case attachments, add comments, and read notes from our Support team. You may also receive email notifications with updates to your case.
 


 

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