Partners raise a case from the portal when something goes wrong. Your team sees it in an inbox, replies, takes ownership and closes it, and both sides can follow the thread.
This part is the partner's. In the Partners group, a partner opens Support and chooses Raise an issue. The form asks for a subject, a category and a description. All three are required. Priority is optional and starts at Normal. The other choices are Low, High and Urgent.
Once submitted, the case appears under Your cases as Open, newest update first, with a dot while there is a reply the partner has not read. Everyone in your organisation gets a New support case notification that opens the case.
Your team opens the same Support page and sees an Inbox instead. The badge beside the title counts the cases that are not yet resolved. Each row shows the partner, subject, category, priority and when it last changed, with a status and, when relevant, an SLA badge and the assignee.
Filter by status, priority or partner, and sort by last updated, priority or status. Open a case and choose Assign to me to take it. Unassign hands it back. You can only assign a case to a member of your own organisation, and that person is notified.
Type in the reply box and choose Send. The partner's whole organisation gets a Reply from support notification. Switch on Internal note first when the message is for your team only. The partner never sees internal notes.
Status is always your call. The main button moves the case forward: Mark in progress from Open or Awaiting partner, then Mark resolved. Awaiting partner is its own button for when you are waiting on the partner. Each real change tells the partner's organisation that the case has been updated.
Each priority has a first response target and a resolution target, measured in clock time from the moment the case is raised. These targets are fixed. You cannot change them.
Your first reply stops the first response clock. When a case is 80% of the way to a target, the row shows SLA at risk. After the target it shows SLA overdue.
Partner and vendor users who have the Support permission can open the page. The same permission lets them raise, reply to, assign and change the status of cases. Partners see their own cases. Your team sees the Inbox of every partner case.
No. Sending a reply never moves a case on. Use the status buttons yourself: Mark in progress, Awaiting partner when you are waiting on them, and Mark resolved when it is done. A partner reply does not move a case off Awaiting you either, so move it back to In progress when they answer.
No. Switch on Internal note before you send and the message is saved to the thread for your team only. Notes show in your thread with a dashed border and an Internal note label, and they do not notify the partner.
Notifications appear inside Airstride. Your whole organisation is told when a partner raises a case or replies. The partner's organisation is told when you reply or change the status. Only the assignee is told when a case is assigned to them. Each notification links straight to the case.
Not yet. The Attach button is on the form and the case drawer, but it is switched off and marked coming soon. Partners describe the problem in text for now.
The case shows an SLA at risk badge once 80% of the target time has passed, and SLA overdue after that. A check runs every 15 minutes. When a case goes overdue, its assignee is notified, or everyone on your team if nobody has taken it.
Cases go to the first vendor the partner is connected to. If a partner is not connected to any vendor, Airstride reports No connected vendor and the case cannot be raised.
We will show you the partner view and the inbox side by side, and talk through who on your team should own it.
