> ## Documentation Index
> Fetch the complete documentation index at: https://docs.incredibuild.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support cases

> Open and track support cases with Incredibuild directly from the Console.

Open a support case without leaving the Incredibuild Console, and track its status alongside your
past cases.

<Note>
  The **Support** menu appears once your organization is set up for direct case creation. If you
  don't see it, contact your CS team.
</Note>

## Open a case

<Steps>
  <Step title="Open Support">
    Click the **Help** icon (**?**) in the header, then **Support**.
  </Step>

  <Step title="Start a new case">
    Click **New case**.
  </Step>

  <Step title="Describe the issue">
    Fill in **Subject**, **Description**, **Severity**, and optionally **Product** and
    **Attachments**.
  </Step>

  <Step title="Submit">
    Click **Open case**.
  </Step>
</Steps>

### Severity

* **S1** - Production blocker
* **S2** - High
* **S3** - Medium
* **S4** - Question / cosmetic

## Track a case

The case list shows **Open**, **Closed**, and **All** tabs, with each row showing its case number
and last activity. Open a case to see its full timeline and reply directly - your reply reaches
Incredibuild support the same way.