​Customer Support
Portal

Raise a new case

​​​​Checking and Updating Existing Cases

You can review and update any existing open cases on the “My Support” page. Cases shown by default will be open cases only. You can change the filter to show all cases, closed cases, or all open Cases. To do this, click on the currently applied filter, then choose the new filter you would like applied.

Clicking on a case number will open that particular case to review and update:


Status Reasons

New
A newly created case. The Astec Support Desk have yet to take any action on the case.

Acknowledged
The Support Desk have viewed the case and acknowledge this by setting this status.

In Progress
The Support Desk have reviewed the case and begin taking necessary actions.

Waiting For Details
The Support Desk require further information from the customer in order to proceed with the case. An email will notify the customer that additional information is required in order to proceed with the case.

On Hold
It is not currently possible to proceed with the case. The case will be put on hold until an agreed time where it is possible to progress the case.

Resolved
A completed case, or a case which no longer requires further action.

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