The Support cases screen in Mews Operations

The Support cases screen displays all the current support cases you or your property has with Mews. From the Support cases screen, you can read full conversation threads, view status updates and reply directly to Mews support all from within Mews. You can reply to Mews Support via the Support cases screen or by email. However, if you want to add images, you must reply by email.

To view the Support cases screen in Mews Operations, use the search bar or click your profile > Support cases.

 

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Note
  • If you are an admin user, you can view all support cases for your property.
  • If you are not an admin user, you can only view your own support cases.

Support cases screen

In this article you can learn about:

Setting the filters

You can filter the Support cases screen according to specific fields. To filter:

  1. ClickFilter-24  next to the field you want to filter, for example, Status.
  2. Enter the term you want to find or select from the available options.This filters the support case. You can add multiple filters to narrow your search further. You can also:
    • Click  more_24 next to the name of the column, then click Arrow-up-24  to sort in ascending or click arrow-down-24 to sort in descending order, or
    • Click more-24 next to the name of the column, then click pin-24  to pin left or right.

Understanding the fields

The Support cases screen contains the following columns:

  • Case number: The assigned number for that support case.
  • Subject: A short summary of the support case.
  • Status: The current status of the support case, for example, In progress, Waiting for customer or Closed.
  • Created: When the user created the support case.
  • Created by: The email address of the user who created the support case. Note: This field is only visible if you are an admin user and other users have created cases.
  • Last updated: The date of the last update for that support case.
  • Property: The assigned property for that support case. Note: This field is only visible if you have multiple properties.

Using the Support cases screen

In the Support cases screen, you click a Case number to open the details side-window for that support case. From here, you can:

  • View the email thread including your messages and the Mews Support team’s response.
  • Add more information to your conversation which the Mews Support team can later review.

 

 

 

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