My Support

The My Support area provides your organization access to see all of your open and closed cases.

When logged in to the SDL Customer Gateway click the My Support tab. You can toggle between viewing just your own cases or all of the organization’s cases using the Show all items across account tick box.

Cases are split between two tabs: Open Cases and Closed Cases. Both tabs have columns that can be sorted on categories such as: Unread, Case (ID number), Subject, Priority, Status, Product, Customer Reference or Modified (date/time). You can also use the Search field to enter text or cases IDs to help locate your case.

When an SDL Support Engineer updates a case, you will see the case marked as Unread in the SDL Customer Gateway with the row text appearing in bold.

Click the case number in the Case column to view the case and access the Quick Actions menu for further case editing.