DocuSign / Guide: Open a support case

Objective

• Provide basic knowledge and understanding of the DocuSign documentation for opening a support ticket with DocuSign

Environment

• 1044178: DocuSign 

Guidelines 

How do I get support documents from within DocuSign?

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?

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? 
  • 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