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Imagine this: It’s Tuesday morning, and your single sign-on (SSO) service goes down. This service, managed by a key vendor, leaves users unable to log in. Support tickets pile up, and the pressure to resolve the issue grows.
You quickly log into the vendor’s support portal to address the problem. However, the interface is clunky and hard to use. Submitting a support ticket takes too many steps, and attaching crucial diagnostic logs is complicated. Hours pass as you try to explain the urgency of the issue in restrictive form fields.
Meanwhile, the lack of updates worsens the situation. Users become frustrated, and your team struggles to maintain smooth operations.
Does this sound familiar? If you’ve faced a vendor’s tough support portal while resolving a critical IT issue, you know the frustration. What should have been a simple troubleshooting task turns into a lengthy crisis, hurting productivity and trust in the system.
It’s situations like these that drove the launch of the new JumpCloud Case Portal, a brand new feature designed to enhance your support experience. A streamlined, efficient, and user-friendly case portal is essential for a smooth support experience. This new portal provides a centralized location for you to create, view, and manage your support cases, making it easier than ever to get the help you need.
Using the New JumpCloud Case Portal
With the new Case Portal, you can now enjoy an all-in-one solution for your support needs.
No more searching through emails or trying to track down case updates. Everything you need is right here, in one convenient place.
Here are some of the key features of the initial launch:
- Create Support Cases: Easily submit new support cases with detailed information and attachments.
- View Case Status: Track the progress of your open cases in real-time.
- View Case History: View all communications and updates that have occurred on a case with the new Case View.
- Manage Case Details: Add updates, attachments, and communicate directly with our support team within the portal.
You will be able to easily access this new Case Portal by clicking on the Support button in the top of the JumpCloud Admin Console and within the right-hand aside. You may select either the “Create a Support Ticket” or the “View Case Portal” links and you will be taken to a new tab automatically presenting you with your personalized view.
What’s Next?
This initial launch is just the beginning.
We have many exciting new features and improvements planned for this new version of the JumpCloud Case Portal throughout the rest of 2025. Our team is dedicated to continuously enhancing your support experience and providing you with the best possible tools.
The next phase of this effort will include the ability to submit feature requests and track the statuses of your submitted feature requests within the new Case Portal. Additionally, there are discussions to expand improvements and accessibility to your account’s billing, upgrades, and other commercial-related items. This new feature will help make your interactions with our various JumpCloud teams more effective, efficient, and concise within this single pane of glass.
You need an efficient support experience to be successful, and the JumpCloud Case Portal will significantly improve your interaction with our support team. We encourage you to explore the new portal and take advantage of its features.
Stay tuned for more updates and announcements as we continue to enhance the JumpCloud Case Portal and bring you even more valuable tools and resources. You can connect with your JumpCloud rep to learn more or visit the portal yourself. If you aren’t a JumpCloud customer yet, you can experience this during your 30-day trial.
