Genesys | My Support

Frequently Asked Questions

PureConnect On-Premises (formerly known as Customer Interaction Center - CIC) customers and partners should visit the PureConnect Resource Center or log in to the Product & Support Information Site.

PureConnect Cloud (formerly known as CaaS from Interactive Intelligence) should visit the PureConnect Resource Center or log in to the Product & Support Information Site.

PureCloud customers and partners should visit the PureCloud Resource Center and explore available education courses and webinars to learn about PureCloud features, support, apps, and billing information. If you are a PureCloud user and would like to open a case or view the status of a case, please return to the My Support login page and sign in. If you need information on how to use My Support including opening and managing cases, please reference the My Support Info Guide for PureCloud.

You must have an assigned username and password that is authorized by Genesys Customer Care. To get started, visit this page and follow the instructions.

Important: If you receive your Genesys solutions through a partner, please contact your partner for My Support access permissions.

Genesys provides three levels of My Support Access:

• Basic Access
• Read-Only
• Read-Write (Designated Contact)

To request a different support access level for your existing My Support account, login to My Support and from the Home page, click My Support Access under My Support Management located at the left sidebar menu.

Use the applicable steps below to request Designated Contact access: It usually takes up to two business days to process a request. Our Customer Care Admin team may contact you by phone or email to obtain additional information. We may also contact the prime Support Contact for the Sold To company that you specified, to verify that you should be a Designated Contact on behalf of that company and its End Users.

Note: Other employees of the Sold To and End User companies on a Service Contract can be granted read-only access to the Cases for those companies. These contacts are not considered Designated Contacts. The same steps below can be used to request read-only access to one or more Sold To and End User combinations.

If You Already Have a Login to My Support:

Log in to My Support.
• Click My Support Access under the My Support Management section on the left sidebar menu.
• Complete the My Support Access form and click Submit Request.

If You Do Not Have a Login to My Support:

• Go to Request My Support Account.
• Enter your corporate email address and click Request My Support Account.
• Complete the New Account Request form on the next screen and click Submit.

To be given Designated Contact (read-write) access permissions, contacts must meet these requirements:

1. By becoming a Designated Contact, you acknowledge that you understand the Terms and Conditions for the Customer Care Website and My Support. You can review the current Terms at any time here.

2. You must provide a corporate email address that is assigned to you individually. Personal email addresses and email aliases are not accepted as the main communication address.

3. You must have access to Genesys Customer Care My Support, and agree to receive notices on My Support.

4. You are expected to be trained on the products for which you open Cases.

5. You must work for the Support Owner or have approval from the Support Owner. Employees of the End User for this maintenance agreement cannot be Designated Contacts unless the End User is a division or subsidiary of the Sold To, or the End User has a direct maintenance agreement with Genesys (and is also the Sold To).

6. If all Service Contracts are terminated or closed for all Sold To and End User combinations for which you have access as a Designated Contact, you will lose Designated Contact access. Please see the Customer Care Terms and Conditions for more information on why a contact may lose Designated Contact access.

Other employees of the Sold To and End User companies on a Service Contract can be granted read-only access to the Cases for that contract. These contacts are not considered Designated Contacts.

When a Contact opens a My Support login account with Genesys Customer Care, a profile is created with all the pertinent information for that individual. Contacts can update their profiles by logging into My Support and clicking My Profile under My Support Management on the left-side menu. A Contact may also submit an Admin Case to request contact information updates. The following information is mandatory for a contact profile:

• First Name
• Last Name
• Corporate email address assigned to you individually
• Employer
• Country

When to Update Your Customer Care My Support Profile:

• If you change employers.
• If any of your contact information changes
[email addresses, phone numbers, mailing addresses, etc.]

Please Note: Customer Care will NOT create a new Contact profile from an existing profile. All requests to create a new Contact must be submitted on the Request My Support Account page.

Requesting Designated Contact Access
Creating a login account for My Support does not automatically grant Designated Contact access to a Contact. To request Designated Contact (Read-Write) access, please log in to My Support and click My Support Access under My Support Management on the left-side menu.

Requesting Password Reset
If you have forgotten your password, click on the Forgot your password link on the login page. You will receive an email from Genesys Customer Care with a link to a password reset web page, where you will be prompted to create a new password.

Personal Identification Number [PIN] – PureEngage On-Premises only:
A Personal Identification Number [PIN] is assigned to every Customer and Partner contact with a login to My Support. Your PIN is found on the Contact Information page in your profile. When you telephone Customer Care, you may need to identify yourself using your PIN. PINs are not distributed by email for security reasons. For more information on PINs, please see the Glossary of Terms on this FAQ page.

PureEngage support information can be found on our PureEngage Docs site. To view all available content, please visit the Support (Genesys Care) page. If you are new to PureEngage or would like a visual guide on how to navigate My Support, including opening and managing cases, please review the My Support Info Guide for PureEngage On-Premises or the My Support Info Guide for PureEngage Cloud.

If you are a partner, you can also log in to the Partner Portal to access documentation that requires login.

To request an on-premises software Activation File or to ask our Genesys Licensing team a question, please log in to My Support and then select On-Premises Licenses: Activation File Request located at the bottom left of the My Support Home page.

If you do not have a My Support login, you can access the online Activation File Request tool here. You will be asked to provide account information, including your corporate email address. To process your request more quickly, please include your Genesys Account Reference Number (GARN) as noted on your Software Fulfillment Notice or on your Genesys Software or Maintenance Renewal Quote. If you would like to request a My Support login, please register here.

Reference our Glossary of Terms page in the PureEngage Support Processes for On-Premises Licenses.