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View and manage support tickets

Last updated October 21st, 2026

As a Samsung Care Pro customer, your support tickets are placed in a priority queue to help ensure your concerns are seen as soon as possible.

View priority support tickets

You can view a table of all the priority support tickets you’ve created by clicking Support tickets on the Samsung Care Pro navigation pane.

Priority support tickets opened through Samsung Care Pro.

The support tickets table displays the following information:

Column Description
Case number Case number opened for the support ticket. Click the link in the number to view the ticket's details in the support portal.
Status

The current status of your support ticket.

  • New: A new case has been opened for your issue, and has yet to be assigned to a Samsung expert.
  • Assigned: Your case has been assigned to a Samsung expert.
  • In progress: A Samsung expert is currently investigating your case.
  • Customer pending: Your response is required to continue the investigation.
  • Resolved: A resolution has been provided for your issue. If needed, you can leave a comment on your case to reopen the issue.
  • Closed: The case has been closed.
Subject The subject line entered when the support ticket was created.
Product The Knox product affected by the issue reported.
Severity

The severity of the issue reported.

  • 1 - Critical
  • 2 - Significant
  • 3 - Minor
  • 4 - Minimal
Date/Time opened The date and time the support ticket was submitted.
Last updated When the support ticket was last updated.

For more information on how to create a support ticket, see Create a priority support ticket.

View ticket details

When you create a support ticket, a new case is opened in the support portal. To open the support portal, click the link in the case number.

Link to support portal in case number.

Here, you can view all the details associated with your case, as well as provide additional comments or files if needed.

View support ticket details in the support portal.

Add comments or large files to your support ticket

To help supplement your case, you can provide additional information or attach more files on the support portal after you create your support ticket. For example, you can attach large videos depicting your issue or provide updates to the support team.

To add comments or large files to your support ticket:

  1. On the Support tickets page, click the link in the case number of the support ticket you wish to add information to. Your case opens in the support portal.

  2. Click the Comments tab.

    Add comments or large files to your support ticket in the support portal.

  3. Enter your comments or click Upload Files and select the files you’d like to upload.

  4. Click Share to submit your comments or files.

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