---
title: "Create a Case with 8x8 Support"
slug: "create-a-case-with-8x8-support"
updated: 2026-05-17T17:26:05Z
published: 2026-05-21T21:27:46Z
canonical: "help.8x8.com/create-a-case-with-8x8-support"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a Case with 8x8 Support

## Objective

Create a case with 8x8 Technical Support when you require assistance with an 8x8 product or service.

## Applies To

- Case Creation
- 8x8 Technical Support
- 8x8 Support Portal (My 8x8)

## Procedure

### Access the Case Submission Form

> [!NOTE]
> Note:
> 
> The 8x8 Support Portal (My 8x8) is accessible to users with admin rights, on **8x8 business accounts,** *using their* 8x8 username and password or to all users via support.8x8.com (selecting Get Support in the top right).

1. Select **Get Support** in the top right corner of this page. You may be prompted to log in to your 8x8 account. (8x8 X Series admins can also log in to the [8x8 Application Panel](https://sso.8x8.com/v2/login) and click **My 8x8**.
2. Select **Support**.
3. Select **Create New Case**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10884?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A47Z&se=2026-11-03T22%3A12%3A47Z&sr=c&sp=r&sig=EzEraHfm%2FnU75yqu0fYi9lPiNGI8Rms4yMmfgPoxJww%3D)

### Complete the Case Form

1. In the **Submit Support Request** form, choose the Case Type for the type of Support ticket you are submitting.
  - **Customer Service** – If your issue is related to Profile/Admin changes, General Account and Setup Questions, Login or Password Reset, Voicemail Pin and Configuration.
  - **Troubleshooting** – If your issue is related to Call Quality, Call Connectivity, Call Termination, Contact Center, Outage, or API.
  - **Service Request** – If your issue is related to Activation, Hardware Return/Replacement, Sales, Fraud or Order Related.
  - **Billing** – If your issue is related to Billing.
  - **Porting Queries** – If your issue is related to Porting.
2. Select the appropriate **Category** and **Severity Level** (Don't worry about selecting the right category/field when submitting a case, just try to choose a category that makes sense. If needed, the support agent will correct it on the backend)
3. In the **Subject** field, add a brief summary of the issue.
4. In the **Description** field, add a Detailed of the issue you are experiencing.
5. Optionally add **additional information** such as contact preferences or an additional contact, and any relevant attachments.
6. In the **Timezone to Contact** field, select your time zone
7. To submit the form, click **Submit Case.** After your case has been submitted, you will see a screen with your **Case Number**. Please use your **Case Number** in any case follow-up with 8x8 Support. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10883?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A47Z&se=2026-11-03T22%3A12%3A47Z&sr=c&sp=r&sig=EzEraHfm%2FnU75yqu0fYi9lPiNGI8Rms4yMmfgPoxJww%3D)

#### For 8x8 Work Call Quality or Termination Issues

**Provide the following:**

- Username/Extension
- Inbound or Outbound calls affected
- Originating DID
- Destination DID
- Date of Call
- Time of Call
- Duration of Call
- Time zone
- Issue Description

#### For 8x8 Contact Center Issues

**Provide the following:**

- Transaction ID
- Tenant Name (if you have multiple tenants)
- Issue Description

**Or all of the items below:**

- Agent Name/Extension
- Inbound or Outbound calls affected
- Originating DID
- Destination DID
- Date of Call
- Time of Call
- Duration of Call
- Time zone
- Issue Description

### Adding Attachments to Cases

If you need to add an attachment to a case, click **Choose File** and attach the file to the case submission form. The file size limit is 10MB.

## Additional Information

**Question**: Why is there no option for email under How Should We Contact You?

**Answer**: For cases being marked as a Severity 1 or 2, the only option 8x8 provides is phone. This will ensure that an agent can promptly get a hold of you to address your issue.

To learn how to view information for previously submitted cases, see [View and Manage Cases in the 8x8 Support Portal](/support/docs/view-and-manage-cases-in-the-8x8-support-portal). As your case progresses, you may receive email notifications when your case is updated, its status changes, or 8x8 Support has been waiting for a response from you (at the 2-day and 5-day marks).

If you would prefer to chat with a Support agent, see [Chat with 8x8 Support](/support/docs/chat-with-8x8-support).