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 to Video

• Coming soon!

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 Cases screen opens.

3. Use the dropdown lists to select the following:
   • Type
   • Topic
4. Click the Go button.

5. Use the links under Related Results to open Titan support articles.
6. If you could find a solution in the support articles, click the Yes radio button and click the Close button to close the screen.
7. If this doesn’t solve your problem, click the No radio button.

8. Use the search field to search for more results, and click the Search button.

9. Use the links under Related Results to open Titan support articles.
10. If this doesn’t solve your problem, click the No radio button.

11. If you have a business process problem, click the radio button to schedule a session with us.
    • This requires PS (professional services) hours. If you do not have any, click the Please Purchase PS hours option.
12. Select a package and add your credit card details.
13. Click the Pay with Credit Card button.

14. Click the Schedule session button.
15. If you have another problem, click the Other radio button to open a case.
16. Add the following information:
    1. Type a concise subject in the field.
    2. Type the description in the field. You can write the description in steps. This will be helpful to the Titan support team to solve your case faster.
       • If relevant, add a publicly accessible video URL to this field.
       • This helps the support team to see what exactly you did when you encountered the problem.
    3. Check your email address in the email field.
    4. Use the drop-down list to select a project. This is a mandatory field.
    5. Click the Give support access to your environment checkbox to authorize access to your computer for Titan support for five days.
       • This option is not mandatory.
    6. Use the radio buttons to select an option.:
       • File Video
       • URL Video
    7. For File Video, upload an explanatory video file by clicking the field. For Video URL, paste the URL in the field.
       • This is mandatory.
    8. Upload any other related files, such as Word templates. This option is not mandatory.
17. Click the Apply button.

You will see a Success message and can close the screen by clicking the Close button.

Use the Reply Button to Send a Message

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

2. Type the message in the Message field. This field is mandatory.
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 might not apply.
4. If relevant, upload a supporting file by clicking the Choose files block.
5. Click the Send Message button.

Close an Opened Case

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

2. Click the Close button to confirm.

The closed case details are displayed under the Closed option

Check out these articles for more information on My Account: