Daktronics

MySupport | Cases Tab: How Do I View or Add Comments to My Cases?

Topic

How can I view an existing case?  Can I see a case once it has been closed?  What information is shown in my case?  How do I add a Case Comment? Can I add or upload a picture or purchase order to the case?

Environment

MySupport
​​​​​​​https://login.daktronics.com

Steps

The third tab in the MySupport banner, is the Cases tab.  This is where you can view all your cases, open or closed.  The default view when going there is the Open Cases.

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To view closed cases, click the drop down arrow.   image.png


Viewing and Understanding a Case


Clicking on a case number will open the case for viewing.  Within the case, you will find much information such as:
  1. Quote information. If you have requested a quote, the case will reflect the amount of the quote and the quote number.
  2. Plan of Action.  This is the section where a Daktronics Agent will comment the next steps needed.
  3. Description.  This is the reason for the case. Why you called, emailed, or created the case.
  4. Case Comments.  This is a chat between you and a Daktronics Agent.  As a MySupport user, whenever a Case Comment is created for you, an email will notifiy you of the comment.  To create a comment, just click the New button, enter your comment, then Save.
  5. Articles.  This is the area where you will see any linked knowledge articles that a technician used in assisting you.  
  6. Attachments.  Did you take a picture of a problem on your display? Do you need a part but unsure of the name so took a picture of it?  Are you accepting a quote and want to provide a purchase order? Any of these items can be uploaded to the Attachments section by simply clicking on the Upload Files button and following the instructions.  If a Daktronics Agent has uploaded something for you, you can click it within the Attachments and review or download it.
For more information on Cases please see MySupport | How To Create A Case

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