Submit and manage support cases

Firms can create and manage support cases directly through the Avalara Managed Returns API (no separate portal required). This enables smooth integration with firm tools and faster, auditable collaboration with Avalara Support.

Note

Run the following operations with Firm credentials, as they’re managed at the firm level. For details on how to generate your Firm token, see Connect to the Avalara Managed Returns API.

Firms can manage support interactions through the following API operations:

Create a support case: Submit a detailed support request, including client context and issue specifics to ensure efficient resolution.
Add comment to a support case: Add a comment to provide additional details, respond to Avalara Support questions, or supply updates as new information becomes available.
View support case details: Access complete support case information, including current status, assigned specialist, resolution timeline, and the full communication history with timestamps.
View all support cases for your firm: Monitor all support cases submitted by your firm with filtering and sorting. Track case volumes, resolution times, and identify trending issues across your client base.