Guide for logging Support tickets

[MicheleW]

It seems that when logging a Concur Support ticket, sometimes they are picked up and addressed very quickly, while other times they seem to sit for quite some time. I suspect that this happens in cases where I may have chosen the wrong queue. 

Is there a guide that explains the "Case Type" field to explain the nature of tickets that should be entered under each? Clearly, we waste everyone's time when tickets have to be reassigned between queues. 

Thank you!

[PoojaKumatkar]

Hi @MicheleW ,

Navigate_CSP_ENG.pdf (concur.com)

[MicheleW]

Thanks for sharing this guide, Pooja. Unfortunately, page 12 item 6 says, "Select the most appropriate Topic and Case Type from the drop-down lists." This is the guidance I'm looking for ... how do I know what the appropriate topic and case type is?

[PoojaKumatkar]

Hi @MicheleW ,

This is so easy to understand. Under Topic, you need select module in which you are facing issues. Let's say if you are facing issue in Expense module, then select "Expense". Based on your topic, associated configuration items will get displayed under Case Type from which you can select any appropriate type from the drop down list. In case if you are not able to classify or identify exact type then you can select any option which is close to your issue. 

Example, if I am getting some error message and it is not getting resolved even after entering all required information, then you can select Case type as "Audit Rules".

If you need any specific role in Concur Expense then you can select "Permissions" from the drop down list.

Also, let's say your provided case type is not relevant to your issue, then based on your given issue description, concur support will easily understand what type of issue is and they will investigate it further.

While providing issue description, you need to ensure you will provide detailed explanation, error/issue screenshot to Concur so that your issue will get resolved at the earliest.