Instructions
1. To log a support call, select the Log a support call button at the top of the CAS 360 page.
2. When the Support Call window opens, enter in a brief description or question that your query relates to and select Search.
Additionally, if you would like to grant access to BGL Support to your account, you can provide account access here.
3. CAS 360 will then search the Knowledge Centre and BGL Community, providing the most relevant search results.
4. If the suggested Articles or Community search results don't return a relevant result, select the Log a support call button.
5. Complete the following Support Call requirements:
Field | Explanation |
|---|---|
| User Name | CAS 360 will automatically select the current user The name will be pre-filled from the user's Profile Management screen |
| Correspondence Method | From the drop down list, select one of two options:
|
| Email Address | CAS 360 will automatically populate the email address field based on the user's email address who is currently signed into CAS 360. This email address will be used to provide updates on the status of your query with BGL Support. |
| Phone Number | If a phone call is selected as the correspondence method, input your preferred contact number. If an email is selected as the correspondence method, the phone number field is optional. |
| Problem Statement | From the drop down list, select the topic that best fits your support query.
|
| Provide support with access to your account? | Selecting 'Yes' allows support to obtain access to your CAS 360 account. |
| How can we help you? | Provide a description of the issue you face to assist the agent in providing the best possible solution to your query. |
| Attachments | Upload up to five files to assist with explaining your support query. For example, you can attach a screenshot of an Internal Server Error that you are experiencing or a failed comparison report that you would like assistance with correcting. |
Once you have completed the above fields, select Send. An agent will be in contact with you shortly.
6. CAS 360 will then confirm that your Support Call has been submitted.
You will also receive an automated email confirming that your support ticket has been submitted to the BGL Support Team, please check your email.
If you would like to add further information to your support call, simply reply to the email and add your response.
If you have resolved your query, reply to the email to notify the BGL Support Team to close the support ticket.