Support Cases Overview
Use Cases in My Account to review existing support cases, follow case status, respond to ongoing requests, and start a new case when you need help from the Deppmann team.
Support cases are one way to get help and keep a request organized. You can still use live chat, phone, email, or your sales representative whenever another support method is more appropriate.
Before You Begin
Log into the portal and gather any quote, order, invoice, part number, project, or account information related to your question.
- Confirm that you are signed into the correct customer account.
- Gather relevant reference numbers before starting a new case.
- Use a clear subject and description.
- Do not include passwords or full payment-card numbers in the case.
- Use phone or live chat when immediate assistance is more appropriate.
Steps
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Open My Account
Select My Account from the portal navigation.
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Open Cases
Select Support Cases to view your support history.
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Review existing cases
Browse the existing cases associated with your account.
- Review the case subject and date.
- Check the current status.
- Open the case for the full conversation and details.
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Understand case status
Use the displayed status to understand whether the case is new, in progress, waiting for information, resolved, closed, or otherwise updated.
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Interact with an existing case
Open the case and use the available response or update tools to continue the conversation.
- Reference the original issue rather than starting a duplicate case.
- Add new information that will help resolve the request.
- Keep relevant order, invoice, quote, or part numbers in the conversation.
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Start a new case
Select Submit New Case when you have a new question or request.
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Enter the case details
Complete the requested fields with a clear description of what you need.
- Choose the closest available subject or request type.
- Provide reference numbers when available.
- Explain the desired outcome or question clearly.
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Submit and monitor the case
Submit the case and return to All Support Cases to review updates.
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Use another support method when needed
Use Contact Deppmann, phone, email, live chat, or your sales representative when that is a better fit for the request.
Tips
Keeping one request in one case makes the history easier to follow.
Order, invoice, quote, case, and part numbers help Deppmann respond faster.
A clear subject makes the case easier to identify later.
The question may already have an open case and response.
Common Questions
Where do I find my support cases?
Open My Account and select Support Cases.
Can I reply to an existing case?
Yes. Open the case and use the available interaction tools.
How do I start a new case?
Select Submit New Case and complete the requested information.
What do the case statuses mean?
Statuses indicate where the case is in the support process. Open the case to review the latest details.
Should I create a case for an urgent problem?
You can, but phone or live chat may be better when immediate assistance is needed.
Does a support case replace my sales rep?
No. Your sales representative and customer service team remain available through their usual channels.