By default, when we reply to a support case, you as the case owner, will receive an email notification letting you know you've got a new reply, including a link that allows you to view the case within the MySAU portal.
If you would like to see the reply itself in your email notification, then this can be enabled in your Case settings.
As this can have privacy considerations, you must be the account owner (or have master account permissions) to be able to enable this feature.
Enabling Responses in Emails:
To enable this feature, login to the MySAU portal:
Once you have logged in, click on the Support section:
Click on the “Go To Cases” button:
On your Cases page, click on the cog button next to the “open case” button:
Select the option “Case Replies in Email” and click “Save”:
From now when you reply to one of your cases, you, as the case owner, will get the email notification that will now also include the reply we've made to you.
Please note that images and attachments can cause issues with email size restrictions and deliverability. The portal will not include these in the email, but you can still click on the View My Case button to view them.
If you want to disable this feature, you can then simply untick the same checkbox shown in the above picture, and save your configuration.