| Minimum Software Version | 8.18.10 |
| Solution(s) | Cases International ✓ Cases US ✓ Institutions ⨉ Counsel ✓ |
Explains how users can get help from Opus 2 Platform Support, including how to raise issues, what to expect after submitting a ticket, and how updates are communicated throughout the support process.
A global escalation and support process is in place to help users efficiently raise and resolve incidents, problems, or general questions encountered during day-to-day use of the platform. All support requests are tracked through a central ticketing system to ensure transparency, accountability, and timely updates until resolution.
Reporting an issue
Users can report issues, problems, or queries through one of the following methods.
Option 1: Support portal
Submit a support request through the Opus 2 Support Portal at https://support.opus2.com/support/tickets/new.
When creating a ticket, users can provide:
- Email address
- Subject
- Description of the issue or question
- Links to relevant projects or documents
- Attachments such as screenshots, photos, or videos
- Priority level based on urgency and business impact
Example: A user submits a ticket describing an error encountered while uploading documents, attaching screenshots and setting the priority to High.
Option 2: Email support
Email platformsupport@opus2.com. A support ticket will be automatically created on the user's behalf.
What happens next
After a ticket is submitted:
- The user receives an auto-acknowledgement email containing a unique ticket number.
- A Platform Support Specialist reviews the ticket, investigates the issue, and conducts testing to reproduce the problem where applicable.
- If the request is a general query, the support specialist may provide documentation or guidance, or offer a walkthrough or screen-share session.
- If the issue requires further investigation, it is escalated to the development team and the user is informed of the escalation.
- Regular updates are provided until the issue is resolved or a suitable workaround is available.
- Once resolved, the support specialist provides a final update.
Receiving updates
All updates are communicated via email from the assigned Platform Support Specialist. Users will also receive an automated notification when a ticket is marked as resolved.
At any time, users can log in to the Support Portal to:
- View ticket status
- Provide additional information
- Request an update
- Change the ticket priority
Related links
Related documentation
Opus 2 has help information accessible within the application; click the question mark and then select Documentation in the upper-right area of the platform. You can also access the documentation at: Opus 2 Support.
How to contact us
To contact us about the documentation, or if you have any other questions or issues about Opus 2 solutions, contact Opus 2 Platform Support by emailing Opus 2 Platform Support.