Use the Resolution Center to manage your support cases

In Intuit Enterprise Suite, you can use the Resolution Center to see updates on open and closed cases, add more information to a case, and reopen a closed case when you need to. Intuit Experts will review case comments and reply so you can track the full conversation right from your product. You must be either a Primary or Company admin to manage support cases.

User role requirements

The following user roles can access the Resolution Center:

• Primary admin
• Company admin
• Standard all access
• Accounts receivable manager
• Accounts payable manager
• Standard limited customers and vendors
• In house accountant
• Bookkeeper

View and track your cases

The Resolution Center shows two types of cases:

• Open cases: Cases we're still working on. They're listed with the most recently updated at the top.
• Closed cases: Cases that already have a decision or resolution. They're also listed with the most recent at the top.

Cases have the following details:

• Case number
• Case status (for example, Under review or Decision reached)
• Last updated date and time

If your case is open: You may see a message like "An expert will be assigned to your case soon." Use View details to see the full story. Use Add information to send more details to the expert.

If your case is closed: You may see "A decision has been reached on your case." Use View details to see the outcome. Use Reopen if you need to bring the case back (see the Reopen section below).

View the full email thread for a case

You can see all messages between you and the Intuit Expert for a case.

1. Go to Settings , then Resolution center.
2. In the Resolution Center, find the case you want.
3. Select View details.
4. In the case detail view, you'll see the full email thread in order, from oldest to newest.

You can view email threads for both open and closed cases. History is available for cases from the last year.

Add information to an open case

If your case is open and you have new details, you can send them to the expert.

1. Go to Settings , then Resolution center.
2. In the Resolution Center, find your open case.
3. Select Add information.
4. Type your update in the text box.
5. Select Submit.

Your update is added to the case and the expert can see it. The case status will show that we received your update.

Reopen a closed case

You can reopen a closed case if you need to continue the conversation. There are two situations.

Reopen a case closed within the last 30 days

1. Go to Settings , then Resolution center.
2. In the Resolution Center, go to Closed cases and find the case.
3. Select Reopen.
4. In the box that appears, type why you're reopening the case.
5. Select Submit.

Your case is reopened and the expert is notified. The Reopen button will then be turned off for that case so you can't reopen it again by mistake. You can still add more information using Add information or Share an update.

If your case was closed more than 30 days ago

If the case was closed more than 30 days ago, the Reopen button is grayed out. When you select it, we'll tell you about the 30-day rule and suggest creating a new case instead.

1. Go to Settings , then Resolution center.
2. In the Resolution Center, go to Closed cases and find the case.
3. Select the grayed-out Reopen button.
4. Read the message about the 30-day policy.
5. If you want to get help, select Yes to open the case creation flow.
6. Create a new case with the details of your issue. The new case goes to our team for assignment.

When we update your case

When a decision has been reached and your case is closed, you'll get an in-product notification. You'll know to check the Resolution Center. Open the case and select View details to see the full outcome and email thread.