| Minimum Software Version | 8.18.10 |
| Solution(s) | Cases International ✓ Cases US ✓ Institutions ⨉ Counsel ✓ |
This article 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.
Opus 2 is committed to providing a seamless, world‑class customer experience. To support this, 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 the 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:
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
Alternatively, users can 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 Specialistreviews the ticket and:
- Investigates the issue
- Conducts testing to reproduce the problem (if applicable)
If the request is a general query, the support specialist may:
- Provide documentation or guidance
- Offer a walkthrough or screen‑share session
If an issue requires further investigation:
- It is escalated to the development team
- 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.
At any time, users can also log in to the Support Portal to:
- View ticket status
- Provide additional information
- Request an update
- Change the ticket priority
Users will also receive an automated notification when a ticket is marked as resolved.
Related links
If you encounter any issues or have questions while using Opus 2, submit a support ticket or email Platform Support to ensure your request is tracked and resolved as efficiently as possible.