IBM Support

Three tips to help you get more out of the IBM Support site

Three tips to help you get more out of the IBM Support site

July 14, 2020

Updating your case through email, personalizing notifications, and keeping your account profile up to date.

The IBM Support site is filled with useful tools and resources that are designed to make your interactions with IBM Support faster and easier.

Today, we’re sharing three tips with you to help you get more out of the IBM Support site – updating your case through email, personalizing notifications, and keeping your account profile up to date.

Updating your case through email
Case notification emailDid you know that in addition to updating a case from the IBM Support site, you can also update a case by replying to the case notification in an email? This feature allows you to keep all your interactions within your email environment. You can also use this feature to copy others in your organization who need to be aware of the progress of a support case.

Here’s how you can update a case through email:

  1. Open the case notification email and click Reply
  2. Type your updates into the email. Do not edit the case number in the subject of the email
  3. Send the email
  4. The updates you provided in your email, including attachments, will appear on the IBM Support site as part of the case

Personalizing case and discussion forum notifications

You can also configure your IBM Support site account to receive only the case and discussion forum updates you need:

  1. Go to the IBM Support site
  2. Click the user icon User icon in the upper right corner of the page, then click Sign In. If you’re already signed in, click Settings
  3. Customize your case and discussion forum notifications to best fit your needs

By default, your case notification email includes the case number, case status, and a link to the case. You can choose to include the case title and the latest case update in your case notification email.

Selecting the content you would like included in the case emails

Keeping your account profile up to date

We use the information in your account profile to power your experience on the IBM Support site, which is why it’s important to keep the information accurate and up to date.

To access and update your account profile:

  1. Go to the IBM Support site
  2. Click the user icon User icon in the upper right corner of the page, then click Sign In. If you’re already signed in, click Profile
  3. Review and update the information as needed

Be sure to set the right time zone so all support activities on the IBM Support site are displayed with the right time.

Setting the right time zone

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