# Support Cases

The **Support Cases** module lets you log, track, and view support issues directly from within <code class="expression">space.vars.productName</code>. If something is not working — a product, a system issue, or a customer complaint — you can raise a case here rather than sending an email or calling someone separately.

> **Note:** Support Cases is a configurable module — it's not enabled by default for all clients. If you don't see it in your sidebar, ask your Client Admin whether it has been added to your organisation's workflow.

***

## When to Log a Support Case

* A product is damaged, missing, or incorrect on an order
* A customer has a complaint you cannot resolve at the register
* You are experiencing a system or hardware issue and want a record of it
* Your manager has asked you to track an ongoing issue formally

For urgent issues (system completely down, payment terminal not working), contact your manager directly first — don't wait to log a case.

***

## Creating a Support Case

1. Go to **Support** (or **Create Support Case**) in your sidebar.
2. Fill in the case details:

| Field           | What to Enter                                                                                |
| --------------- | -------------------------------------------------------------------------------------------- |
| **Subject**     | A short, clear description of the issue (e.g. "Customer received wrong item on Order #1234") |
| **Category**    | Select the most relevant category (e.g. Order Issue, System Issue, Customer Complaint)       |
| **Priority**    | Low / Medium / High — use High only for issues blocking you from working                     |
| **Description** | Full detail — what happened, when, what you tried, any error messages                        |
| **Customer**    | Link to a customer account if the issue relates to a specific customer                       |
| **Order**       | Link to a transaction or order number if relevant                                            |

3. Click **Submit**.

A case number is assigned immediately. Keep note of it for follow-up.

***

## Viewing Your Cases

Go to **Support Cases List** to see all cases you have submitted. From here you can:

* See the status of each case (Open, In Progress, Resolved, Closed)
* Click into any case to read updates from whoever is handling it
* Add additional comments or information to an open case

***

## Support Case View

Click on a case to open the **Support Case View**, which shows:

* The full case history and any back-and-forth comments
* Who the case is assigned to
* Current status
* Resolution notes (once resolved)

You can add a comment from this view if you have new information to share.

***

## Case Statuses

| Status                   | What It Means                                                      |
| ------------------------ | ------------------------------------------------------------------ |
| **Open**                 | Case submitted, not yet assigned                                   |
| **In Progress**          | Someone is actively working on it                                  |
| **Awaiting Information** | More information is needed from you — check the case for a message |
| **Resolved**             | The issue has been addressed — review and confirm                  |
| **Closed**               | Case is complete and archived                                      |

If a case shows **Awaiting Information**, check the case comments and respond as soon as you can — cases may auto-close after a period of inactivity.

***

## Tips for Writing a Good Case

A clear, detailed case gets resolved faster. Include:

* **What you expected to happen** and **what actually happened**
* **Steps to reproduce** the issue if it is intermittent
* **Error messages** — exact wording if possible, or a screenshot if you can attach one
* **Order or transaction numbers** so the support team can look up the records directly

***

## Related Pages

* [POS Troubleshooting](/end-user-guide/pos-overview/troubleshooting.md)
* [Getting Help](/end-user-guide/faq/getting-help.md)


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.in8sync.com/end-user-guide/pos-overview/support-cases.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.