Last Modified Date: 13 Feb 2024
Answer
Step 1: Navigating to Case Creation
- Start by logging in on the id.tableau.com page using your Partner credentials. You will land on the Tableau Partner Portal.
- In the hamburger menu dropdown, select View Cases.
- Above your list of existing cases, select New Case.
- Type in your question or issue in the Search bar and press Enter.
- A list of suggested articles is presented. If one of the articles resolves your problem, click Question Answered. If not, click Create Case.
Step 2: Selecting the Right Support Option
Create a case by choosing the appropriate team:- Technical Support case - Technical help with a Tableau product
- Customer Service case - Help with account information or user access
- Customer Success case - Help with licensing and renewals
- Tableau Partner Network - Help through the Tableau Partner Network and its resources
Step 3: Filling out the Support Case Form
The instructions below assume that you have chosen the Technical Support help option. After reading Tableau's privacy statement, you will be asked to fill out the Case Create form. The form is divided into two sections Case Summary and Case Details. Fields marked with an asterisk are required.Part One: Case Summary
- Edit the Subject line as you see fit. (Your last search term will appear by default.)
- Add as much information as possible into the Description field such as how many users are impacted by the issue, how the issue is reproduced, and any troubleshooting steps you may have attempted.
- Fill out the contact information: Preferred Email, Preferred Phone and your Customer Portal Account information.
- The Case Preferred Support Region is either:
- North, Central and South America
- Europe, Middle East and Africa
- Asia Pacific
- Case Preferred Time-zone is any global zone you prefer.
- Preferred Case Language is one of our 10 main languages: English (US), English (GB), German, French, Italian, Spanish, Portuguese (Brazil), Japanese, Korean, Chinese (Simplified), Chinese (Traditional).
Part Two: Case Details
- Fill out Version number of the Tableau product that you have an issue with.
- List your Operating System.
- Describe any Data Source that may be involved.
- In the drop-down list choose the Impact the issue is having on your users.
- Under Severity choose one of the four levels of severity: Critical, Major, Minor, or Negligible.
- If you are Critically impacted, pick an additional description in the Severity Details drop-down: Cannot Install, Cannot Activate, Product Crashing, Business Impact, or Other.
- Finally, fill out the 4 fields that describe your product and the issue scenario:
- Product (for example Tableau Server)
- Category (for example Installations and Upgrades)
- Sub-category (for example Tableau Server on Linux)
- Reason for Contact (for example "Installation process keeps timing out")
- Note: When the Product is selected, the Category, Sub-category, and Reason for Contact options will be adjusted based on the selected Product.
- Upload any supporting files you may want to add to your case and click Submit.
Additional Information
For assistance with Tableau issues, your first stop for case submission is the Tableau Customer Portal (customer.tableau.com) where you can submit new cases and manage existing cases. If you don't have access to the Tableau Customer Portal, you'll need to contact your portal administrator to get invited. You can also submit new cases through the Tableau website at https://www.tableau.com/support/case, but the functionality there is limited and won't allow you to view or manage existing cases.For more information see Submitting a Case From the Tableau Customer Portal.
Thank you for providing your feedback on the effectiveness of the article.
Open new Case
Continue Searching
Knowledge Base
Community
Product Help
Training and Tutorials