As you know, we use the Bobcat Service Cloud platform to manage all of our support cases, and our dedicated team is always ready to assist you with any inquiries or issues you may encounter.

Following our review of the Voice of the Dealer survey, we have listened to your feedback that we’re closing cases too quickly, particularly for Parts Technical support cases. As a result, we have changed our internal processes to keep the case open after we provide an answer.

As a result of this change, we’ve noticed that cases are staying open longer due to “waiting on the dealer.” As we believe that the majority of cases have been answered, we ask that you close the case when you no longer require further assistance from Bobcat.

To close a case, follow these simple steps:

1. Open the case you want to close.
2. Click on the button “Close Case.”

3. In the pop-up box that opens, you can add comments, if any, and then click submit.

4. Once we receive your closure request, we will close the case.

Please rest assured that if you need any assistance in the future, you can always re-open the same case within the next 30 days by clicking on the “Re-Open Case” button.

Note: Cases older than 30 days can no longer be re-opened and you will need to create a new case.

If you encounter any difficulties while submitting a case closure request please contact our IT helpdesk (dtl_servicedesk@doosan.com) for support. In the request, please include the case number and the case’s URL link.

If you have any further questions regarding this process, feel free to reach out to your Parts or Service Manager, who can provided additional support if required.

Thank you for your cooperation in this matter. Your proactive involvement will contribute to a smoother and more efficient support experience for everyone involved, and the feedback we receive will help us improve.

Access to the Bobcat Service Cloud requires a licence. For more details on requesting a licence and the costs, please refer to Dealernet.