> For the complete documentation index, see [llms.txt](https://docs.peakcommerce.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.peakcommerce.com/product/customer-self-service/support-management/customer-support-management.md).

# Customer Support Management

Giving customers a place to raise and track issues inside the portal keeps support self-service — they don't have to leave the product or dig up an email address, and every request lands in the same system your support team already works in.

## What the customer sees and does

When a support ticketing system is connected, customers manage their requests from **My Cases** in the customer portal:

* **View cases** — see their open and past cases with current status.
* **Open a case** — click **Add Case** to submit a request; a support rep follows up.

If a customer has no cases yet, the page shows a friendly empty state inviting them to open their first one.

## How it works

My Cases is backed by your connected **support & service integration**, so cases created in the portal flow into — and stay in sync with — that external system (the customer never leaves the portal to file one). If no support integration is connected for the tenant, the support area has nothing to show and is effectively unavailable, so connect your support tool first.

## Who can see it

What a customer can do in this area is governed by their [profile](/product/using-peakcommerce/profiles-and-permissions.md) — profiles control which portal areas and actions are available, so My Cases can be shown or withheld per audience.

## Related

* [Customer Portal Overview](/product/customer-self-service/overview/customer-portal-overview.md)
* [Profiles & permissions](/product/using-peakcommerce/profiles-and-permissions.md)


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