The decision to retire the email-to-case new case submission functionality is being made to allow us to provide faster response times, improved tracking, better visibility into case progress, and address inefficiencies in the current process. The existing email-to-case process often results in incomplete issue information, requiring follow-up with the reporting person to gather all necessary information to assign the case to the right Revalize Customer Support resource. By eliminating this intake method, we aim to ensure that new cases are created and submitted with all required information from the start, reducing the need for repeated back-and-forth communication. This change is part of our ongoing efforts to streamline support services delivery and provide a more efficient and consistent experience for our customers.
You can submit a new support case through the Revalize Customer Portal. Here’s how:
Using the Customer Portal offers several benefits:
Yes, this transition will not impact email communication for open cases. Customers can continue to communicate via email for cases that are already in progress. Customers will still receive updates and can provide additional information via email until the case is closed.
For further assistance, please submit a support request through the Portal, and our support team will be happy to help you.
