# Manage support requests

You can view, track, and manage your support requests directly from the Dashboard.

> **Information**
>
> Account owners can view all client-level requests in the Dashboard.

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## View support requests

The _Support requests_ page lists all support requests created by you or shared with you. To access this page:
1. Sign in to the [Dashboard](https://identity.checkout.com/).
2. Select _Support menu_ > _View requests_ in the top navigation bar.

Alternatively, you can go directly to [https://dashboard.checkout.com/support/requests](https://dashboard.checkout.com/support/requests).

The page displays all of your support requests in a table with the following columns:

- _Request ID_ – The unique identifier for the request.
- _Subject_ – The subject of the request.
- _Status_ – The current status of the request, one of the following:
  - _Open_ – The request is being handled by an agent.
  - _Awaiting your reply_ – The agent has replied to your request and is awaiting your response.
  - _Resolved_ – The request is marked as resolved. If you still need help, you can reopen it within 7 days of its resolution.
  - _Closed_ – The request is closed. All resolved requests are automatically closed after 7 days if not reopened.
- _Requester_ – The name of the person who created the request. This column only displays when you select the _Shared with me_ tab.
- _Last updated_ – The date and time the request was last updated.

On this page, you can:

- Filter requests by date, entity, or status.
- Switch between the _My requests_ and _Shared with me_ tabs to view requests created by you or shared with you
- Create a new request by selecting _Request support_

Selecting a request opens the _Request summary_ page, where you can view the full request details.

> **Information**
>
> You can view a specific request directly by navigating to `https://dashboard.checkout.com/support/requests/{request_id}`.

Request details include:

- _Entity_ – The entity associated with this request.
- _Created on_ – The date and time the request was created.
- _Last updated_ – The date and time the request was last updated.
- _Requester_ – The name of the person who created the request.
- _Others notified_ – The names of the people who this request is shared with.

The _Request summary_ page includes a reply text box with the option to upload files or supporting documents.

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## Reopen a request

If your request is marked as resolved by an agent but you still need help, you can reopen it within 7 days of its resolution. A new agent will be assigned to the request so that you can continue the conversation.

> **Information**
>
> You can only reopen requests that were created by you.

To reopen a resolved request:

1. Sign in to the [Dashboard](https://identity.checkout.com/).
2. Select _Support menu_ > _View requests_ in the top navigation bar.
3. Select the request you want to reopen.
4. Select _Reopen request_.
5. In the confirmation dialog that appears, select _Reopen_ to confirm.

The request is reopened and its status changes to _Open_.

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## Create a follow-up request

All resolved requests are automatically closed after 7 days if not reopened. Once a request is closed, you can create a follow-up request to raise any related issues.

To create a follow-up request:

1. Sign in to the [Dashboard](https://identity.checkout.com/).
2. Select _Support menu_ > _View requests_ in the top navigation bar.
3. Select the request.
4. Select _Create follow up request_.
5. On the _Create follow up request_ page, provide the required information. You can also upload files or supporting documents, if necessary.
6. Select _Submit_.

A new follow-up request is created. You can no longer reply to or reopen the original request.