Open a support case / DocuSign

Problem

• How do I access support from DocuSign?

Resolution 

• How do I get support documents from within DocuSign?
  • To access support documents within DocuSign, follow this procedure:

1. Sign in to DocuSign.com
2. In DocuSign, click the icon in the upper-right side of the page
3. Follow the prompts and select the link that best answers your question

• How do I open a DocuSign support ticket?
  • To open a DocuSign support ticket (case), follow this procedure:

1. ​​​Go to DocuSign Support
2. Select the login button on the right side of the page
3. In the support.DocuSign.com page, click the LOGIN button in the upper-right side of the page
4. Click Continue under eSignatures – Rooms CLM
5. Click the MANAGE MY CASES button
6. Click the ADD NEW CASE button
7. Enter the appropriate information in the following fields:
   • Choose a Category: Select eSignature
   • Choose a Sub-Category: Choose one that is best describes your need
   • Case Subject: Enter a title for the case
   • Description: Provide as much information as possible
   • Issue Timing: Approximate time the issue started or was noticed
   • Which environment does this issue affect? Select Production
   • How would you like to be contacted? Choose your preference
   • (The other fields can be left blank, or you may complete them as applicable)
8. Click the SUBMIT CASE button at the bottom 
9. DocuSign will then communicate directly with you regarding support and solutions

• How do I get updates from DocuSign support? 
  • Follow the steps given above to create a support case, and then click on the case you created for any updates, etc.

Note

• For additional information, see the DocuSign eSignature KB article

System

• 1044178: DocuSign