How to Resolve a Customer Case Without Escalating

This article outlines the standard workflow for creating and resolving a support case for a QuickBooks Online customer within the internal support system.

Create and resolve a support case

Follow these steps to locate the customer account, create a new case, and resolve the issue during the interaction.

Prerequisites

• The customer’s Account and Contact records must exist in the system.

Steps to create the case

1. Locate the account

   • Ask the customer for their Company ID (CID).
   • Enter the CID into the main search field in the top header.
   • Click on the correct account number from the search results to display the customer’s account.

2. Verify the contact

   • Ask the customer for their name to confirm they exist in the Contacts section of the account.
   • Verify the contact information and account details with the customer to ensure accuracy.

3. Initiate a new case

   • Scroll to the Case section on the account page.
   • Click the New button.

4. Fill in case details

   • Verify the Account Name on the New Case page is correct.
   • Under the Contact Information section, click the magnifying glass icon next to the Contact Name field.
   • Search for and select the contact you are speaking with.

5. Enter case information

   • In the Description section, enter a clear text for the Subject.
   • Enter a detailed description of the issue in the Description field.
   • Set the Status dropdown to Open.
   • Select the appropriate value from the Sub-Status dropdown.

6. Finalize and resolve

   • Ensure the Contact Name field is populated correctly from the previous step.
   • Proceed to troubleshoot the issue with the customer.
   • Once the issue is resolved, update the Status to Resolved and save the case.