How to communicate with support staff via portal messages
While a case is being processed, you can communicate with the support team members using the chat functions available on the case page. You will be notified by email when you receive a message concerning your case. The history of case processing is displayed in the [Processing] tab of the case page (Fig. 1).
Fig. 1 Communication history on the case page
This tab is used as a communication channel between the users and the support team members involved in the case resolution. By default, you can add comments to the posts that are not assigned with the “Closed“ status.
To post a message, populate the corresponding fields and click the [Send] button.
Attach a file to the message if necessary. Files sent during the conversation are displayed as links, and clicking the links initiates opening the files (Fig. 2). To download an attachment, click its title.
Fig. 2 An attached file in the case processing history
See also
•How to submit a case from the portal
