I cannot find my support case history. I need to be able to edit some of my previous cases to add more info or to change an incorrect email address but I cannot find them. I logged into My Profile on the Capture One website but don't see any list of cases I've submitted. I looked under the Support tab and don't see it there either. Where can I find my support case history?
Previously, you could submit support requests by logging into your profile on the Capture One website or Phase One website. Now, the workflow has slightly changed particularly for Capture One users so that all support requests are submitted via Zendesk platform where you can also view your support case history. Phase One equipment owners can still contact Technical Support regarding the hardware from the Phase One website.
Profile on the Capture One website
When you log into your Capture One profile on the website https://www.captureone.com/en/, you will be able to upgrade or manage your license, download Capture One, see the order history and refer to the Help Centre to find useful materials, User Guide, FAQ, tutorials and webinars, or submit a request to Capture One Support team.
To submit a request, you can simply go to https://support.captureone.com/hc/en-us without logging into your account on the Capture One website as well. Click Submit a request to contact Capture One Support Team.
Capture One profile on Zendesk
To track the history and the status of your support cases, you will have to create an account on the Capture One Zendesk platform. Go to this page - https://support.captureone.com/hc/en-us/requests
You will see the following pop-up window.
If you already have a Capture One Zendesk account, just enter your credentials and find your support case history.
Otherwise, select one of the options to create an account depending on whether you have previously submitted a request via Capture One Zendesk platform or not.
If you have previously submitted a ticket to Capture One Support through Zendesk, choose an option Get a password (see the screenshot above). Enter the e-mail address you used before when submitting a request. Afterwards, you will get an e-mail with the link to set your password for Capture One account on Zendesk (check the Spam folder as well).
If you are new to Capture One and have not submitted any requests to Capture One Support yet, select the Sign up option (see screenshot in Step 3) to create a new account on Zendesk. After filling in the required fields, press Sign Up. You will get an e-mail to set your password for Capture One account on Zendesk (check Spam folder as well).
After you have successfully created an account, go to https://support.captureone.com/hc/en-us/requests and enter your credentials for the Capture One Zendesk account.
Find your support case history
In the upper-right corner of the screen, you will see your profile name. After clicking on it, the list of sections will appear.
To check the history of your support requests, choose My Activities. Apart from the requests and their current statuses, the Contributions tab will be in handy to check the posts you have created in the Community along with the article/community comments.
Profile on the Phase One website
For Phase One equipment owners, there is still an option to contact Technical Support on the Phase One website. Go to the Support tab.
Check the resources, documentation, and other useful materials that can quickly provide the answer to your question.
In case you have not found an effective solution to the particular issue, feel free to choose one of the options to Contact Technical Support at the bottom of the page.
You will be able to track the status of your request by logging into your profile on the Phase One website and navigating to the Support Cases section.