Several things that arrive as BIG POS tickets sit in systems BIG POS has no access to. Knowing which is which saves a round trip, because support cannot action these and will point you back to your own team.
DocuSign envelopes
Support cannot cancel, delete or resend DocuSign envelopes. If your company has its own DocuSign account, your DocuSign administrator manages them; under a shared arrangement, someone at your company holds the administrator account for it. Either way the request goes internally rather than into a support ticket.
The signing authorization code
The code a borrower enters to open their signed package is set and held outside the POS. Support cannot see it, retrieve it or resend it, and cannot open a package locked behind it. It may be visible on the file in Encompass under the eFolder. Beyond that, your disclosure desk or internal IT is the right place to ask.
Errors from the document provider
Where an error comes from the document provider rather than the portal, support has no tools to correct it on that side. The practical remedy is usually to re-issue the package, and support will say so rather than leave the ticket open.
Your Encompass environment
Support has no special standing with Encompass and cannot raise or chase a case on your behalf. Your own Encompass administrator or Encompass support handles those.
What support can do
Support can impersonate a borrower's account and tell you exactly what that borrower sees, confirm whether a package reached the portal, correct a name or email address on a POS record, and reset a password — though never retrieve an existing one. Accounts are not locked after failed sign-in attempts, so a borrower who cannot get in is not locked out.