Okta launched a redesigned case submission form on the Okta Support Center. These enhancements improve the customer support experience by providing in-line recommendations for relevant knowledge content that may solve the issue immediately. In addition, intelligent-powered suggestions and clearer definitions for the correct Issue Area help ensure the case is routed accurately the first time for faster responses.
- Okta Case Submission Form
The redesigned case submission form includes several new features, ensuring faster submission and assistance when needed.
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In-Line Article Recommendations: Get relevant knowledge content suggested when filling out the case.
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Intelligent Suggestions for Issue Area: Leveraging machine learning, the form will suggest the relevant Issue Area (formerly Product) for the case, allowing for more efficient routing and quicker support.
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Issue Area Definitions: Tooltips and popovers will provide definitions for the issue areas, helping to choose correctly to route the issue to the correct support team.
The form is broken into three distinct sections that build progressively. Each new section appears after the required information is entered in the previous section. The following table details the sections and their purpose.
| Case Section | Purpose |
|---|---|
| Describe the Issue | Define the priority for the case and enter details about the issue, including the subject, description, and steps to reproduce |
| Issue Area | Confirm the Issue Area for the issue and provide details about its scope and business impact. After sensitive information has been removed, upload any supporting files. |
| Contact Information | Confirm and enter contact details, including the email, contact phone number, preferred time zone, and any additional contacts for the case. |
For complete details on creating a case, refer to How to Create a Support Case.
Check out the video on the redesigned case submission form.
