Log a Support Case

What happens when you Log a Support Case?

• You can open a case for Billing/License, Security, Titan Docs, Titan Forms, and more.
• You can send a message from an open case.
• You can close a case.

How do I Log a Support Case?

Open a Case

1. Click the My Account tab and select the My Cases subtab.
2. Click the Open a Case button to open a case. The Open a Case screen opens.

3. Use the drop-down lists to select the type. This is mandatory. The options are as follows:
   • New to Titan
   • Billing/Licensing
   • Account Settings (Dashboard)
   • Login/Security
   • Titan Web*
     • If a Titan Product* is selected as the type, you will also have to select a project.
   • Titan Forms 2.0*
   • Titan Docs*
   • Titan Survey*
   • Titan Sign*
   • Titan CLM*
   • Titan Flow*
   • Titan Commerce*
   • Titan Files*
   • Titan Form 1.0*
     • Please note that Form 1.0 has been deprecated.
4. Type a concise subject and description in the fields.
   • Describe the issue in detail. This will help the Titan support team to solve your case faster.
   • Both these fields are mandatory.
5. Make sure that the email field is correct. This mandatory field is auto-filled with the current user’s email address.

6. If a Titan Product* was selected as the type, click in the field and select a project from the list. This is mandatory.

7. Use the checkbox to select the options if relevant:
   • Live project issue
   • Suspected bug

8. For a suspected bug, use the drop-down list to select when the issue started:
   • Today
   • Yesterday
   • Within the last week
   • Earlier/Not Sure

9. Add a publicly accessible video URL in the field.
   • This is not mandatory, but it helps the support team to see what exactly you did when you encountered the problem.

10. Alternatively, click the Upload icon to upload an explanatory video.
11. Alternatively, click the Upload icon to upload any related files.
    • Neither of these are mandatory.

12. Click the Submit button. You will see a Success message and the case is added to the list.

Send a Message

1. Click the Reply button to send a message. The Case [number] screen opens.

2. Type the message in this mandatory field.
3. Click the Allow Titan support access for 5 days checkbox to authorize the Titan support team to access your computer for five days. This option is not mandatory.

4. If relevant, upload a supporting file by clicking the Choose files block.
5. Click the Send Message button.

Close an Open Case

1. Click the Close button to close an open case. A warning message pop-up screen opens.

2. Click the Close button to confirm.

The closed case is displayed under the Closed option.

You can click the hyperlink on the case number to open a screen with the details.

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