Dear Valued Customer:
Over the last month we have migrated from the Casewise Salesforce case tracking system to the erwin Inc. Zendesk tracking system.
We did this gradually, closing out existing cases in the old system, and opening new cases in the new system. If you still have an open case in Salesforce, you need only Reply to a communication. Both will be monitored but you cannot open new issues in the old system any longer.
For new concerns/cases/tickets, click on erwin Casewise Technical Support to search our knowledgebase for an answer, or click on Submit a request (in the upper right-hand corner) to open a case or "ticket" .
Just a few new features that we hope you will appreciate are:
- An integral knowledge base where you can find solutions 24 x 7
- Solutions are suggested as you type in the Subject field
- All erwin Inc. products are available on the same ticket system
If you are in the habit of sending an email to "log a query," please send it to CasewiseSupport@erwin.com as opposed to WebDesk@casewise.com. The same engineers with whom you are familiar, as well as new names, will quickly respond.
The first time you submit a request by email, you will receive a reply which asks you to Register. You need only enter your full name and your email address. This only occurs the first time if you are not Registered. All subsequent email requests will submit a request immediately.
We recommend logging in and opening cases directly in the new system rather than through email. Doing so allows you to take advantage of the above features. Technical Articles containing answers to new questions are created regularly and you may find an answer to your question before you finish opening a new Ticket.
If you want to migrate an open case to the new system, we will be happy to do so, but again, simply replying to an email from either system will send your message to the right place.
If you want to review your case history in Casewise Salesforce or work with existing cases within the old Casewise Salesforce portal, please contact our Support team. We will be able to supply you with a spreadsheet.
If you have any questions, let us help you. The direct access UK, France, and US Technical Support phone numbers will remain the same.
We appreciate the opportunity to serve you!
Your erwin Inc. (Casewise) Technical Support Team