We're excited to announce we will be launching our revamped Support Center page, soon available starting March 28, 2025. This update brings a host of new features designed to streamline the process of submitting support cases and resolving network issues you’re facing.
Visit our documentation to learn more about the Support Center Case Submission.
What’s new
- New categories: new product and platform categories for easier categorization of the issue.
- Guided workflows: a guided case-creation workflow to submit cases faster.
- Device support: a new "Related-to" table allows quick device support identification by filtering by product/platform categories, device model, and network.
- Severity levels: select Severity Levels (Severity 1-4) based on the business impact of the issue you’re facing.
- Support choice: choose your preferred Support contact method based on Severity chosen, including "Call me now," "Call in," or "Create a Case."
How it works
- From the Meraki dashboard, navigate to "?" (top-right on green ribbon) > Get help & cases.
- Select a Product or Platform tile related to the issue you need help with.
- Select the device to be associated with the case.
- Select if the issue relates to an existing case or a new one, and enter a description. For new cases, select the Severity Level that best describes the business impact.
- Select a preferred contact option (available based on the severity selected).
- Submit the case and review a Summary confirmation and the severity level you have assigned on the case.
You will receive a confirmation email, or receive a call when using Call Me Now.
Availability
This feature will be available globally beginning March 28, 2025. Learn how to get started with the new Support Center in our documentation.
