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How to Engage Support Management on a Case

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myZerto Engage Support Management Goals
  • Improve Self Service Options
  • One Step Escalation
  • Direct Contact with TSE Manager (owner)
  • Tracked in Salesforce
  • Trending of  Reasons
  • Continuous Improvement Loop

myZerto Engage Support Management Overview
  • An "Engage Support Management" button has been added to the “Manage Cases” and "Case" pages of myZerto. 
  • The "Engage Support Management" button will be conditionally available and is dependent on the case being actively open and the target response time (SLA) having passed. 
  • A case can be engaged due to Support responsiveness, a change in business impact, or for a request to reassign the case. 
  • Support Management will be actively engaged. 


Submitting An Engagement Request
  • Go to the myZerto "Manage Cases" section.

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  • Within the "Manage Cases" section, select the case you would like the management to engage.  

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  • Or on the "Case #" page click "Engage Support Management".  
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  • Within the pop up, enter a reason, impact, phone number, and any applicable additional contacts.  

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  • Once submitted, you will receive both a confirmation of the submitted Engagement Request in the pop up and an automated email message with the Engagement Request number.  

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Next Steps
  • Your case status will be updated to “Engaged Support Management” and will revert back to the previous case status once the Engagement is closed. 
  • You will receive an automated message when the Engagement has been both opened and closed. 
  • A Zerto Support Manager will review the request and contact you directly. 
  • The Zerto Support Manager will engage on the request until the issue has been resolved. 
  • If you have any issues submitting an Engagement Request or are having other Engagement Request issues, please call the Zerto Support line.