> For the complete documentation index, see [llms.txt](https://docs.skyone.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.skyone.cloud/english/skyone-console/support-cases/how-to-track-and-respond-to-support-cases.md).

# How to track and respond to support cases?

After creating a "**Support Case**", you can track it through the platform.

1. In **Skyone Platform**, go to the "**Support Cases"** menu
2. After clicking, you will be directed to the following screen, which lists all open support cases, if any:

<figure><img src="/files/Gj9YORqgsla4fzJSZQvX" alt=""><figcaption></figcaption></figure>

Where you will find:

* **Account ID**
* **Total support cases:** Number of open cases, categorized by type (Request and Incident or Changes).
* **Case:** Case number
* **Category**
* **Subject**
* **Creation date**
* **SLA**
* **Status**

On the left sidebar, you can filter support cases by type and status. The available options are:

* **Request and Incident:** Displays tickets related to requests and incidents.
* **Changes:** Shows cases related to service change requests.

### Status

Regarding the ticket status, you have the following options:

* **Open:** Cases that have been registered and are awaiting action.
* **All:** Displays all cases, regardless of status.
* **In progress:** Cases being attended to by the support team.
* **On hold:** Cases waiting for user action or additional information.
* **Pending response:** Cases where the support team is awaiting a response or confirmation.
* **Closed:** Resolved and finalized support cases.

### Support case options

When you click on a support case, you are taken to the case view area, where you can:

* **Respond to case:** With this option, you can send a response related to the support case.
* **Close case:** Close the support case.
* **Track interaction:** Read previous interactions.
* **Back:** Return to the support case tracking screen.

<figure><img src="/files/tDvzm1qtKNo1fnfx7rH8" alt=""><figcaption></figcaption></figure>

You can also **respond**, **close**, and **view** the support case by clicking the three dots on the right side.

<figure><img src="/files/RrvZwQ1r7szL1JkISm3v" alt=""><figcaption></figcaption></figure>

#### Support case search features

In the upper-right corner, you have access to the following features for searching a specific support case:

* **Search:** Click the magnifying glass icon to open a field where you can search for a support case by keyword or number.
* **Filters:** Use the filters to find a specific support case.
  * Search by case number
  * Subject
  * Description
  * Requester
  * Status
  * Category (Request and Incident / Changes)

After filling out or selecting the filters, click "**Apply**" to view results. To remove the filters, click "**Clear filters**".


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