{"title":"Track and update your support cases","slug":"manage-your-support-cases","url":"https://support.storeconnect.com/articles/manage-your-support-cases","url_markdown":"https://support.storeconnect.com/articles/manage-your-support-cases.md","subtitle":null,"summary":"Find your open and closed support cases in the portal, reply to the support team, attach files, change a case priority, and close a case that is resolved.","type":"Help_Documentation","video_url":"","keywords":"my cases, support cases, track cases, case status, case history, team cases, reply to support, add comment, attach file, change priority, update priority, close case, reopen, case number","last_modified":"2026-10-07T05:47:34+0000","body_markdown":"Use this process to follow a case after you have raised it. The portal and email are two views of the same case: the correspondence appears on the case in the portal, and replying to the support email adds to it just as replying in the portal does. The portal is the reliable record if an email is missed.\n\n## Find a case\n\n1.  Go to **My cases**.\n2.  Select one of the four views:\n\n    -   **My open** — cases you raised that are still being worked on.\n    -   **My closed** — your resolved cases.\n    -   **Team open** — open cases raised by anyone at your company.\n    -   **Team closed** — your company's resolved cases.\n\n3.  Use **Search cases** to narrow a long list.\n4.  Select a case to open it.\n\nEach row shows the case number, subject, type, status, priority, and the date it was opened.\n\n:::note\n**Team open** and **Team closed** cover everyone at your company, so a colleague's case is visible to you even though you did not raise it. This makes it possible to pick up a case while someone is away.\n:::\n\n## Reply to the support team\n\n1.  Open the case.\n2.  Enter your message under **Add a reply**.\n3.  Select **Attach file** to include a screenshot or log.\n4.  Select **Send reply**.\n\nYour reply is added to the case and sent to the support engineer working on it.\n\n## Change the priority of a case\n\nChange the priority when the business impact changes, for example when a problem that was inconvenient starts blocking orders.\n\n1.  Open the case.\n2.  Select **Change priority**.\n3.  Select a **New priority**.\n4.  Enter a **Reason / comment** explaining why the impact has changed. This is required.\n5.  Select **Update priority**.\n\nThe new priority shows in the case header, and your reason is added to the case so the team can see what changed. See [Support service response times](support-service-response-times) for what each level commits to.\n\n## Close a case\n\n1.  Open the case.\n2.  Select **Close Case**.\n3.  Enter a **Reason / comment** describing how it was resolved. This is required.\n4.  Select **Close case**.\n\nThe case moves to **My closed**, and the support team is notified that you consider it resolved."}