Support Dashboard

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Overview

The Support dashboard provides an overview of and access to Support Cases of the logged-on user created for the associated organization as well as access to the Download Center.

1	Quick Access	Fix an issue with Support Wizard Enables you to create a Case via the Support Wizard which guides you step by step through the case creation process. See also article Creating a Support Case or Creating an Administration Case. Create Case Enables you to create a Case via a one-page Case Creation form. See also article Creating a Support Case or Creating an Administration Case. Download Center Enables you to download product updates or documents, if available. See also article Download Center. View all cases Clicking on link "View all cases" opens the list with all cases of the account. Here, you can also search for a case change the number of cases per page sort the cases list define which columns should be visible use filters to filter the cases list and save the applied filter (combinations) for a regular use. download a comprehensive report of all or individual cases with all comments in Excel format (see also article Exporting Cases).
2	Latest Updated Cases / Kanban Board	This section displays the latest updated cases categorized into 4 fixed status columns. Open Refers to cases that are currently in process on CGM side. This includes the case statuses Open, In Process, With Development, Waiting for Upgrade Additional Information Refers to cases for which we need feedback from your site in order to complete the case. This includes the case status Additional Information. Solution Provided Refers to cases for which we have provided a solution. This includes the case status Solution Provided. For those cases, you can verify the solution and accept it, if resolved. Completed Refers to cases that have been completed. This includes the case statuses Completed and Cancelled by Customer. Each column displays the 5 last updated cases per status column. That means, a maximum of 25 cases is displayed in all columns. By clicking a Case in a column, the system navigates into the Case details. Via link "Show All", additional cases with the associated status can be displayed. The Search field at the top can be used to search over all Cases for a specific one, e.g. by entering the Case ID or Subject. The Filter tab enables you to filter the tickets displayed in the columns. For more information, see also article Searching for and filtering Cases or Creating an Administration Case.
3	Cases By Status	This pie chart displays the cases from the columns sorted by status. If you click on a certain status in the chart, the system displays the list of Cases in this status. Note: Completed cases are not included here.
4	Cases By Priority	This pie chart displays the cases from the columns sorted by priority. If you click on a certain priority in the chart, the system displays the list of Cases with this priority. Note: Completed cases are not included here.

Exporting Cases

On the Case List page (as well as on the Case Details page), the "Export Cases" button enables users to download a comprehensive report of all or individual cases with all comments in Excel format.

The report provides them with key case information such as Case ID, subject, description, type, assigned agent, status, priority, categories, as well as creation and update dates.

The export will consider applied filters and the selected sorting so that only the filtered cases will be exported. The feature is optimized for large case volumes and complies with data protection and security standards.

Case List:

Case Details: