View a case from the Consumer Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Users with the consumer role can view a list of cases from the Consumer Service Portal and select individual cases to see more detail.

    Before you begin

    Role required: sn_customerservice.consumer

    About this task

    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 needs to 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.

    Procedure

    1. Log in to the Consumer Service Portal.
    2. Click Support > Cases in the portal header to view a list of cases related to the current user.
    3. Click the case number to view more information about the case.
    4. If desired, type a message to the agent and click Send.
      Your message becomes part of the case conversation. All responses from the agent are also included in the conversation.