Once you get a support seat, a welcome email will be sent to your email account.
To log in, you have to insert the provided username (a) for your support account and the password (b) and click the Login button (c).If you have forgotten your password, you can ask for a password reset(d).
Click on the “New Case” button to create new case.
Select “Video Platform”
Enter the field information requested and click the “Save” button.
For “Solution Component” you can select different categories depending on the issue you are reporting. Please note that “Other information” section will be conditional from the solution component selected.
In the “Additional Comments” section, please add as many details as possible. This will help Technical Support to troubleshoot the the issue faster.
Fields marked with a (*) are mandatory.
The “Other information” area (marked with 2) may vary according to the selected value in the “Solution Component” field (marked with 1).
Attachments can be added to provided documentation for solving the problem. For example a screenshot of an error can be attached. To attach a file you have to click in the “Add attachment” button.
How to use Case Filters
With the case filters, you are able to choose the cases to display. For example, if you are interested in cases created by the company, you would have to select Company Cases under the Cases type label, (a) then click apply and the cases displayed would be only the Company cases.
Another option is to use filters together. If you need to display the cases created for video platform with a severity 3, you would need to choose from the Product Type (b) video platform and then go to Severity (c) to choose severity 3 and click Apply.
This are the filters available:
My cases filter will show cases created by the user
Company Cases will show cases of the company
Video platform filter will show cases created under the option Video platform
Ad products filter will show cases created under the option Ad products
Severity(c): This option will filter the cases for severities, various severities can be choose
Status(d): The status filter will display the cases that matches the status chosen
If no filter is selected and click “Apply” it will show all cases.
If there are no cases that match the filters applied it would show the following message in the case area “There are no cases to display”.
How to Add a Comment in a Case Through the Support Portal
Case comments can be used to communicate with Tech Support Team.
To add a new comment you have to:
Select the case to add a comment from the case numbers
Click the “Add a Comment” button
The page will display a Comment text box. To add the Comment click the “Submit” button.
How to Request a Case Closure
Requesting a Case Closure is when the issue has been resolved by Ooyala or your end and no further action is required.
To request it you have to:
Select the case to request case Closure from the case numbers
Click on the “Request for Closure” button
How to Clone a Case
If a case is cloned the information of the original case a new case will be created but the information of the original case will be set for the clone. The information for the new case can be modified before its creation.
To Clone a Case you have to:
Select the case to clone from the case list in the home page
In other information select the “Clone Case” button
A new case form will be filled with the original case information. Select “Save” to create the new case
How to Re-Open a Case
When a case is closed can be re-opened to do that follow the next steps:
From the cases list pick the CLOSED case that need to be re-opened.
In other Information select the “Re-Open Case” button.
A new comment needs to be added to the case in order to be re-opened. Write the comment and click the “Submit” button.
How to Escalate a Case
A case can be escalated through the case details section.
Select the case to be escalated from the case list in the home page.
Go to Other information and click on “Escalate” button.
Default Watchers are added automatically on each time a case is created. To define the Default Watchers you have to follow the next steps:
From the Home screen click on “My Profile”
Scroll down to Preferences, add the Default Watchers and click Save.
The existing Default Watchers are shown in Preferences under the Label “Default Watchers” (*)
Notifications of any change or comment made to the Case would be made through e-mail.
When a Case is created an email will be sent to your account with the following message:
Case Comment Added
When a Comment is added to a Case, the notification with the comment text will be sent to your mail account with the following message:
Case is Awaiting Customer for More than 1 Day Waiting 24 Hours
If a customer takes 24 hours to answer a comment on the case and the case status is “Awaiting customer” an email is sent with the following content
When a Case is closed an email to you is sent. This emails contains a link to a survey so you can evaluate the service given by Tech Support Team. The email will contain the following message:
Create new case - Ad and video platform • www.ooyala.com • email@example.com • 1-877-3-OOYALA