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About Cases

Cases (Support Tickets) are uSupport’s mechanism to track requests from clients and consumers from resolution request. When a client calls/emails into uSupport, or a consumer calls into Consumer Help Desk, we open a Case to keep a record of the request and track it through to completion. You can keep track of your open Support Tickets in the “Open Support Tickets” report in uPortal360.

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What’s the benefit for a client to submit a case

The reason why we ask clients to submit a case is for effective communication between the client and UAS. All information is stored in uPortal, and in one place for tracking and easy follow-up.

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Major benefits include:

  • Saves time
    • Convenient location within uPortal
    • Easy Follow up / Tracking
  • Efficiency
    • Cases require information upfront for UAS to proceed
    • Streamlines communication between Client & UAS

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Do Client have to submit a case for indivdual issues?

Yes. Cases are the preferred method of communicating an issue.

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Case access in uPortal

If you can’t submit a case, please talk with your User Manager about options Case Overview)