How to Manage Support Cases Online using MySymantec (formerly MySupport)

Article:HOWTO31091  |  Created: 2010-07-26  |  Updated: 2013-05-09  |  Article URL
Article Type
How To


A Quick Start Guide for Symantec Customers and Partners

This document shows the steps for managing cases in MySymantec:
You will be able to add comments, emails, files, or close the case.


1. Visit the page at and Log into your SymAccount.



2. Under the technical support column click on Manage Case.



 3. Case list view –

You can filter cases by the criteria shown in the “View” drop down box and then clicking “Go!” Open the case by clicking on the case number.



4. Updating case details-
Support agents can communicate with you via case comments, a plan of action, or by email when providing a case update, or if additional information is needed. You can also add attachments and view Knowledge Base articles.



5. Closing a case-
If you believe your inquiries have been resolved, you can close your case by clicking Close Case.



6. When you have finished managing your cases choose “Logout” in the upper right corner.

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