# Support Cases

How the portal surfaces and creates support cases for customers.

## Data Source & Scope

- Cases are read and written directly in Salesforce. Origin is set to “Portal Website.”
- The portal only shows cases for the customer’s mapped Salesforce Account to avoid leakage across customers.

## Creating a Case

- Required inputs: subject and description. Optional: category/type and priority.
- The portal creates the case in Salesforce with Status = New and Priority mapped to Salesforce values.
- If a Contact ID is available it is used; otherwise the Account ID is set on the case.

## Viewing Cases

- We read live from Salesforce (no caching) to ensure status, priority, and comments are up to date.
- The portal summarizes open vs. resolved counts and highlights high-priority cases based on Salesforce status/priority values.

## If something goes wrong

- Salesforce unavailable: we show “support system unavailable, please try again later.”
- Case not found or belongs to another account: we respond with “case not found” to avoid leaking information.