View case opens the support record’s subject, status, company, dates, and description. The customer drawer does not include a case-specific reply box.
The drawer explains that the Institution Team will reply by email or in Messages. Check those channels for the response and include the support case subject when you follow up.
If you need to add a correction or supporting detail, send it through the relevant conversation rather than creating another case with the same issue. State which case the update belongs to, especially when several cases are open.
The Waiting for team and Mark resolved buttons are status changes, not a way to attach a written reply. If the team asks for information, make sure you actually send that information through the conversation. A case’s Updated timestamp can reflect a status change, so use the email or message history to confirm what was communicated rather than relying on the timestamp alone.
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