Overview
Efficient case handling requires clear collaboration between you and the Arxus Group support team. While our engineers are responsible for investigating, diagnosing, and resolving your case, your timely input and actions play an essential role in ensuring smooth progress.
This article explains what is expected from you at each stage of the support process so your case can be resolved as quickly and accurately as possible.
Provide clear, complete information when creating your case
A strong support request allows the support team to begin analysis immediately. When creating a case, you are responsible for:
Clearly describing the issue
Explaining the business impact
Mentioning when the issue started
Listing any troubleshooting already attempted
Attaching screenshots or a screen recording
Identifying the affected item (if applicable)
For detailed guidance, see What to Include in Your Support Request.
Providing detailed, accurate information reduces follow-up questions and speeds up resolution.
Respond promptly when the support team asks for information
During investigation, the support team may need additional details such as:
Clarification on symptoms
Error messages
Screenshots or logs
Testing on your side
Confirmation regarding impacted users
Approvals for actions or access
If the support team is waiting for your reply, the case may move to On Hold.
Responding quickly ensures your case continues to progress without delays.
Provide screenshots or a screen recording when possible
Visual information is often essential for diagnosis and helps engineers reproduce the issue.
Screenshots
Windows
Windows + Shift + S (snipping tool)
Mac
Command + Shift + 4 (selected area)
Command + Shift + 3 (full screen)
Screen recordings
Windows
Windows + Alt + R
Mac
Command + Shift + 5 → Record Entire Screen or Record Selected Portion
You can upload these files directly in the Add attachments section of the case form.
Be available for testing and validation
Some cases require your participation to confirm that the issue is resolved. You may need to:
Reproduce the issue during troubleshooting
Validate a proposed workaround
Test the applied fix
Confirm whether the behavior has improved
Approve steps needed to progress the investigation
Your timely feedback helps avoid unnecessary delays.
Review the solution when your case moves to Resolved
When a fix or workaround has been applied, your case enters the Resolved stage.
At this point:
You receive a notification describing the proposed resolution
The case remains in Resolved for a short period
You can test the service and confirm everything works
If the issue is not fixed, reply directly so the case can be reopened
If no action is required on your side, the case will automatically transition to Closed.
You are responsible for reviewing the resolution and notifying the support team if the issue persists.
Keep your internal team aligned
If multiple colleagues are involved, please ensure they are aware of updates and coordinated.
You can add colleagues to the Watchlist so they receive email notifications directly.
This helps avoid conflicting information or duplicated communication.
Use the proper channel for each type of request
To ensure correct routing and faster handling:
Create a Case for technical issues or questions
Use the Service Catalog for operational changes or service actions
Select the priority that best reflects your urgency
Using the correct channel ensures your request reaches the right team immediately.
Confirm closure or continue the discussion if needed
Once the case is closed, no further actions are taken. If the issue reappears after closure, a new case should be created. If you need assistance or the issue persists, reply while the case is still open or in Resolved so the support team can continue the investigation.
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.