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Avalara Help Center

How to Create a Support Case

This article applies to:Avalara Excise

 

This document applies to all license types.  Content last updated 04/04/2017. 
Help Center documentation is confidential and proprietary to Avalara clients.

How to create a support case

You may find your answer faster in one of these resources:

  • Walk Me - step-by-step assistance with common features and functions directly within Avalara's Excise solutions.
  • Avalara Excise Help Center - a closer look at the most common features and written for all experience levels. This page is part of the Help Center.
  • User Guide - Always available from the Help link in the upper right corner of every page, it aims to describe all the features of the software.
  • News Flash - announcements and late-breaking releases.

 If you don't know who your Support Contact is, check with your manager. Support Contacts can open and manage support cases and will receive release notices and product alerts. Avalara Excise allows for two designated support contacts per customer.

  1. If you have not done so already, register as a Support Contact and do the initial setup.  Then come back here and continue.
  2. Click Admin > Support Cases.
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    Using Support Cases is secure, reliable, direct, accessible and focused. With all these advantages, we are limiting the use of email to one situation. Only if all of your Support Contacts cannot login, please email ExciseLogin@avalara.com and we will quickly resolve the login failure and get you back in business.
  3. Select your company name from the Account dropdown.
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  4. Click Add New Record.
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  5. Fill out the entire form, following the example below.  Information in all fields is required except the Closed Date, which you will enter after your case is resolved by support.
  6. Click Update Case to create it.

  7. The grid will update with your case number, with an icon indicating the priority you assigned.
    SnagIt0455.png
  8. Now you can add files to your case.  Click the Attachments tab and then Select Files.
    • The file Supplemental Information.png is automatically attached by the software to every case.  It contains system information used by support and should not be edited by the user.
      SnagIt0445.png
  9. You will be prompted to select a file to upload from your computer.
    • The maximum file size you can upload is 2 MB.
    • Refer to your browser's help menu if you need instructions on how to upload a file to a web page.
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  10. You will see your file attached to the case.  To save an attached file to your computer, click the download icon.
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When can I expect a response?

This and more is explained in Excise Support - Here to Help.

Adding new information to an existing case

You can additional information at any time after the case is opened that can help support understand the issue.

  1. Click the Comments tab.
  2. Click Add New Record
  3. Type in your freeform text.
  4. Click the check mark to add the comment.
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  5. Click Update Case to alert support that it has been edited.
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Closing a case

  1. When your problem has been resolved, close the case so it no longer appears in your filtered list of open issues.
  2. Click the case in the grid row to the Details tab.
  3. Enter or select a date in the Close Case box.
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  4. Add information about the case resolution to the Comments if you wish.
  5. Click Close Case.
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Tracking and case history

You can add widgets to your Home page dashboard that will help you keep track of your open cases, research closed cases and view statistics like tickets per month, support response and resolution time.  Click here to learn how to create and manage a custom dashboard.

Software releases and support holidays

Returns Excise is unavailable during software releases.  Version 5 quarterly release updates begin on the release day at 9:00 pm Central time (USA) with a 3 hour maintenance window.  The actual time that the systems are unavailable is much less for monthly releases.  

Support cases submitted outside normal business hours (8 am - 5 pm Central USA) will be handled the next business day.

Click here for the 2016 releases and holidays schedule.

 

excisehelpcenter@avalara.com

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