If i click resume on case
by ArcticWolf017Original Post
If i click resume on case
Accepted Solution
Re: If i click resume on case
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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All Replies
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
____________________________________________________________
＊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
Re: If i click resume on case
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
____________________________________________________________
＊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
