If i click resume on case

by ArcticWolf017
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Accepted Solution

If i click resume on case

★ Novice

If i click resume on my case file does it delete everything i typed or is it still there and i just cant see anything?

Message 1 of 7 (5,118 Views)

Accepted Solution

Re: If i click resume on case

Community Manager
Hi @ArcticWolf017,

If you'd like to add more to your case then yes. Resuming a case won't delete the case.

I'm not sure exactly how continuing a case works if it's in the process of being escalated to a specialist team though. In that scenario, resuming the case used to reset your position in the queue, at least it did when I worked on the support team and I'm not 100% if that's still the way. So, my advise for you If your case is one that's been escalated to a specialist queue like Terms of Service for example, would be to create a new one and reference the existing case to include additional information rather than resuming the case just to be safe.

- EA_Lanna
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Message 4 of 7 (5,067 Views)

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Re: If i click resume on case

Community Manager
Hi @ArcticWolf017,

When you resume your case, it sends the ticket to the support team as you're ready to continue with it. The case should still display in your 'My Cases' tab as normal.

If that wasn't what you were asking, please let me know and I'll do my best to clarify.

- EA_Lanna

Lanna.png____________________________________________________________


*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.


Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds

Message 2 of 7 (5,082 Views)

Re: If i click resume on case

★ Novice

So i can send more info for my case then is what your saying?

Message 3 of 7 (5,077 Views)

Re: If i click resume on case

Community Manager
Hi @ArcticWolf017,

If you'd like to add more to your case then yes. Resuming a case won't delete the case.

I'm not sure exactly how continuing a case works if it's in the process of being escalated to a specialist team though. In that scenario, resuming the case used to reset your position in the queue, at least it did when I worked on the support team and I'm not 100% if that's still the way. So, my advise for you If your case is one that's been escalated to a specialist queue like Terms of Service for example, would be to create a new one and reference the existing case to include additional information rather than resuming the case just to be safe.

- EA_Lanna
Lanna.png____________________________________________________________


*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.


Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds

Message 4 of 7 (5,068 Views)

Re: If i click resume on case

★ Novice

Thank you very much for the response!

 

Message 5 of 7 (5,059 Views)

Re: If i click resume on case

★★★ Newbie
@EA_Lanna Is it just not working on Chrome or what? It sends me to another page as if i wanted to start a new ticket?
Message 6 of 7 (4,814 Views)

Re: If i click resume on case

[ Edited ]
★★★ Newbie

Hey!

 

It depends on the type of case file you are using.

In some systems, clicking the resume button will delete everything you have typed, while in other systems, the information you have typed will remain in the file, but you won't be able to see it.

Message 7 of 7 (2,699 Views)