--- title: "Track and update your support cases" source: https://support.storeconnect.com/articles/manage-your-support-cases type: article format: markdown site: StoreConnect Support — product and developer documentation for StoreConnect site_index: https://storeconnect.com/llms.txt docs_index: https://support.storeconnect.com/llms.txt note: Append .md to any page or article URL on this site to get its Markdown form. --- # Track and update your support cases 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. ## Find a case 1. Go to **My cases**. 2. Select one of the four views: - **My open** — cases you raised that are still being worked on. - **My closed** — your resolved cases. - **Team open** — open cases raised by anyone at your company. - **Team closed** — your company's resolved cases. 3. Use **Search cases** to narrow a long list. 4. Select a case to open it. Each row shows the case number, subject, type, status, priority, and the date it was opened. :::note **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. ::: ## Reply to the support team 1. Open the case. 2. Enter your message under **Add a reply**. 3. Select **Attach file** to include a screenshot or log. 4. Select **Send reply**. Your reply is added to the case and sent to the support engineer working on it. ## Change the priority of a case Change the priority when the business impact changes, for example when a problem that was inconvenient starts blocking orders. 1. Open the case. 2. Select **Change priority**. 3. Select a **New priority**. 4. Enter a **Reason / comment** explaining why the impact has changed. This is required. 5. Select **Update priority**. The 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. ## Close a case 1. Open the case. 2. Select **Close Case**. 3. Enter a **Reason / comment** describing how it was resolved. This is required. 4. Select **Close case**. The case moves to **My closed**, and the support team is notified that you consider it resolved. --- ## Follow StoreConnect - [Email Newsletter](https://storeconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://storeconnect.com/partners) - [Become a Partner](https://storeconnect.com/become-a-partner) - [News](https://storeconnect.com/articles/news) - [Events](https://storeconnect.com/articles/events) - [Live Events](https://storeconnect.com/live-events) - [Feature Comparison](https://storeconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://storeconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS ## Machine-readable - [Site index for agents](https://storeconnect.com/llms.txt): curated map of the StoreConnect site in llms.txt format - [Documentation index for agents](https://support.storeconnect.com/llms.txt): full technical and product documentation map Every page and article on this site has a Markdown rendering: append `.md` to its URL. Continue in Markdown: [Help documentation](https://support.storeconnect.com/help-documentation.md) · [Developer reference](https://support.storeconnect.com/developer-reference.md) · [Videos & tutorials](https://support.storeconnect.com/videos-tutorials.md) · [Release notes](https://support.storeconnect.com/release-notes.md) --- StoreConnect Support — https://support.storeconnect.com/articles/manage-your-support-cases