How to Start a New Support Case
Use Cases in My Account to create a trackable support request when you need help from the Deppmann team and want to follow the request through the portal.
Support cases are useful for requests that may require follow-up, but you can still use live chat, phone, email, or your sales representative whenever those options are a better fit.
Before You Begin
Log into the portal and gather the reference information related to your question.
- Confirm that you are signed into the correct customer account.
- Check existing cases first to avoid creating a duplicate.
- Gather relevant order, quote, invoice, RMA, part number, or project information.
- Do not include passwords or sensitive payment information.
Steps
Open My Account
Select My Account from the portal navigation.
Open Cases
Select Support Cases.
Check for an existing case
Review the case list to make sure the same issue is not already open.
Select Start a New Case
Choose the option to create a new support case.
Choose the closest request type
Select the category or subject that best matches your question.
Enter a clear subject
Use a short description that makes the issue easy to identify.
Describe the request
Explain what you need and include relevant references.
- Order or sales order number.
- Quote number.
- Invoice or RMA number.
- Part number or product description.
- Project or job name.
- What outcome you need from Deppmann.
Review and submit the case
Confirm the information and submit the request.
Monitor the case
Return to All Support Cases to review status updates and responses.
Tips
Avoid creating duplicate requests for the same issue.
A clear subject makes cases easier to recognize later.
They help Deppmann investigate the request faster.
Cases are best when tracking and follow-up are useful.
Common Questions
Where do I create a support case?
Open My Account, select Cases, and choose Submit New Case.
Do I need to be logged in?
Yes, portal support cases are associated with your account.
What should I include?
Include a clear description plus relevant order, quote, invoice, RMA, part, or project information.
How do I see updates?
Return to Support Cases and open the case.
What if I already have a case for the same issue?
Update the existing case instead of creating a duplicate.