View all cases from the Consumer Portal

View all cases submitted from the Consumer Portal, including case details, agent conversations, and current status.

Before you begin

Role required: none

Note: View all cases menu item is visible only when the Customer Service with Request Management (com.sn_cs_sm_request) plugin is inactive.

Selecting a case opens a form with the following sections:

A conversation that displays the interaction between the consumer and the customer service agent.
The action that must be taken on the consumer's part, such as accepting or rejecting a solution.
The case details, including the case number and current status.
Any attached files.

Log in to the Consumer Portal.
Navigate to Requests > View submitted requests > View all cases in the portal header.
Select any case to view more information about the case.
Enter a message for the agent and select Send.

Your message becomes part of the case conversation. All responses from the agent are also included in the conversation.