As a BigCommerce partner, you will sometimes need to create a support case, either for yourself or for a client's store. Creating a case is a convenient way to report a specific issue or seek general help. It's the ideal support channel to use for issues that are not time-critical, or that require a lot of detailed information to be communicated to our support team.
New cases are created within the Partner Portal, while existing support cases and open issues are viewed from the Help Center.
Not a partner? Users can create and view cases from the Help Center for their stores. See Creating and Viewing Support Cases for more information.
Requirements
- To access the Partner Portal, you will need to have a BigCommerce Partner account.
- To view support cases and open issues on the Help Center, you must have a Community account.
Creating a Case
Support cases are created through the Partner Portal. This allows partners the option of creating cases for themselves or for a client.
1. Log in to the Partner Portal.
2. Click Support in the top navigation, then select Contact Support.
3. Click Create a Support Case to open the Submit Case browser tab.
4. Select whether you would like to create a product support or billing support case, then choose if the case is related to a specific store or not.
If you choose Yes, the case will be attached to the selected store’s account. The case will not be added to your Help Center case list, but you will receive case replies via the contact email(s) associated with the case in steps 8 and 9.
If you don’t see an expected store on the drop-down list, reach out to your Partner Account Manager or contact our Support team.
If you choose No, the case will be attached to your partner account and be visible in the Help Center. To ensure our teams have the information needed to review the issue, include store details, such as URL, in the case description.
5. On the Create a Case page, enter a Subject to briefly describe the issue, then in the Description field, enter the details about the specifics of the issue.
To help our team best resolve the issue, include information such as: store URL, examples of the issue, steps to reproduce, screenshots, articles you've tried looking at, and troubleshooting measures you've already tried.
6. Below the Description field, you can use the Issue type drop-down to specify the general area of the issue.
Product support cases have a single issue type: General Product Support. If you select billing support, you can choose from Merchant Account Services, Portal & Membership, and Partner Commissions and Revenue Share Payments issue types.
7. Under Attachment, click Choose file to optionally attach a file (under 5MB), such as a screenshot or CSV import file.
Only one file can be attached during case creation. If you need to add additional files, attach them to the case in the Help Center.
8. Under Contact information, enter your first and last name. If a specific store was selected, the Client Notification Email is set to email address for the user that registered the store in the Partner Portal. If no store was selected, the address used is the email associated with your partner account login. We'll use this address to relay any updates or ask follow-up questions about your case.
9. You can optionally add an additional contact on the case. If entered, the additional contact will be viewable in the Case Details, and they will be automatically notified and included on all case replies. If do not have access to the email address listed under Client Notification Email and want to receive case replies, enter your information here.
10. When you are done, click Create Case. You will be forwarded to a confirmation screen showing your newly created case number and your contact email address. You can reference this case number when following up on an open case.
You will also receive an email from BigCommerce Support letting you know that we have opened a new support case for you.
Viewing your Case List
To access your case list and view your cases, visit the Help Center. Keep in mind that as a partner, you will need a Community account in order to view cases. See Joining the BigCommerce Community for more information on how to create an account.
From any Help Center page, click Log In in the top right corner of the screen, then select Community Account.
Once logged in, click on your profile in the upper right and select My Cases to view all current open and closed cases.
The cases displayed here will depend on your role:
- The primary contact on the partner account will be able to view all cases attached to the account.
- All other users can see only the cases created by themselves that are attached to the partner account.
Did you know? You can view a read-only list of all cases created through your partner account, including cases attached to store accounts in the Partner Portal. Go to Support in the top navigation, then select My Cases.
Viewing a Case
Click the case number to view the details of a particular case.
Your case details will be at the top of the page.
Fill out the comment box to reply to a case. If you need to include an attachment, click Add Attachment and select the file from your computer. Click Share when finished.
The full comment history can be found at the bottom of the page, and can be sorted to show the most recent activity at the top or bottom of the feed. You can search and review case comments and view any support articles attached to the case by a technical support representative. If you have added any file attachments, these will be displayed here as well.
If you are viewing an open case and would like to close it, click Close Case. Keep in mind that you are only able to comment on active cases.
Viewing Open Issues
If your support case is associated with a known issue being tracked by our engineering team, you can learn more about the issue from your Help Center account. To view the list of issues linked to your cases, select My Cases from the user menu and click on the Open Issues tab.
Each issue in the list includes its ID, summary, current status, and the support case it is associated with. You can sort issues by clicking the column headers in the list, or locate a specific issue with the search bar.
Click an issue in the list to view its detailed description. From here, you can also get notified of status updates by checking the box next to Receive email notifications.
FAQ
Can I see all of my cases as a partner in the Help Center?
You will need a Community account attached to your partner account in order to cases in the Help Center. Cases can be viewed under My Cases.
The primary contact on the partner account will be able to view all cases attached to the account. All other users can see only the cases they created.
To see a read-only list of all cases created through your partner account, including cases attached to store accounts, log into the Partner Portal. Go to Support in the top navigation, then select My Cases.
