---
url: /cloud/support/cases.md
description: >-
  Raise a support case with New case, then follow it and reply to Flow from the
  case page.
---

# Support cases

Raise a support case with **New case**, then follow it and reply to Flow from the case page. **Support Cases** is under **Support** in the main menu.

## Raising a case

1. Select **New case**.
2. Fill in the form. All fields are required.
3. Select **Create Case**.

![Create Case form](/cloud/images/create-case.jpg)

| Field | What to enter |
|---|---|
| **Record Type** | The kind of request, for example **Support**, **Incident**, **Service Request**, **Change Request** or **Flow General Enquiry**. |
| **Subject** | A short summary. |
| **Priority** | **P1 - Critical**, **P2 - High**, **P3 - Medium** or **P4 - Low**. |
| **Description** | What happened, what you expected, and any document numbers or partners involved. |

"Case created successfully!" confirms it and returns you to the list, where the new case shows as **New**. **Cancel** leaves without creating a case.

## Finding your cases

![Support cases list](/cloud/images/support-cases.jpg)

* The filters across the top narrow the list by status, case number, subject, priority, created date or contact email. **Search cases** searches across them.
* Select a column heading to sort. Paging and **Rows per page** are at the bottom.
* The refresh button reloads the list.
* **Export CSV** downloads the cases shown as a CSV file.

Case statuses include **New**, **In Progress**, **Waiting for Customer**, **Waiting on 3rd Party**, **Response Received**, **On Hold**, **Escalated**, **Merged** and **Closed**. When a case is **Waiting for Customer**, Flow needs a reply from you.

## Following a case

Select a case number to open the case. The left panel shows its details; **Read More** expands a long subject or description. The right panel is the conversation with Flow.

![Case details](/cloud/images/case-detail.jpg)

To reply, type in the comment box and select **Comment**. The toolbar formats text and adds lists, links, images and file attachments.

* Attachments: up to 25 MB each; PDF, Word, Excel, PowerPoint, text, CSV, ZIP or RAR.
* Images: up to 10 MB; you can also paste them in.

Larger files are not attached, so check your comment after posting. Emails about the case appear in the conversation with their recipients, and **Reply** answers a specific message.