Get help from the Support Center

The Support Center reaches CaseActive's own support team, for questions about the product, your account or billing. Admins and Managers find it in the Lobby and on the Hubs page; it isn't in the Admin PanelAdmin Panel The staff-only side of a hub, opened with the Admin button, where the firm manages cases, users, templates, automations and settings.. Your clients don't see it: they write to your firm through inquiriesInquiry A question or request sent to the firm through the portal, kept open until someone closes it..

1. 1

   Open the Support Center

   In the Lobby, or on the Hubs page, choose Support Center at the bottom right of the screen. It doesn't show on a phone or in a narrow window.

2. 2

   Choose Contact Us

   Choose Contact Us. To read the help center instead, choose Help center, which opens it in a new tab.

3. 3

   Write your message

   First name, Last name and Email are filled in from your profile, and both names are needed. Choose a Topic (Account, Billing, Sales, Other or Support) and an Impact (Critical, High, Medium or Low), and describe the problem under Description.

4. 4

   Attach files

   To add a picture of your screen or a document, choose Add up to 5 files and pick one file; repeat for each. Pictures, documents, audio and video can be attached. The bin icon beside a file removes it.

5. 5

   Send it

   Choose Send. The panel says "Your message was sent successfully. We’ll answer you as soon as possible."

What happens next

CaseActive support answers by email, at the address in the form. Reply to that email to add more.

Closing the panel before you choose Send clears what you wrote.