Reopen a closed case within 30 days of closing (any member).

Status → waiting_staff, system message " reopened the case", audit support_case_reopened, publishes ops.support.customer_replied (excerpt empty). More than 30 days after closed_at → 409 reopen_expired (open a new case). A case that is not closed is returned unchanged (200).

For a closed case whose problem came back, within 30 days of closing (reopen_until); later → 409 reopen_expired — open a new case instead. Then say what happened with reply_support_case.

Support cases = asking the BoardMark team for help. Use them when the user wants help from the BoardMark team or reports a problem with BoardMark itself (a bug, signing in, billing, a feature request) — never for the user's own project work (that is issues: create_issue, search_issues …). Every member of the token's company sees and can answer every case of the company. The BoardMark team's replies arrive in the case thread (get_support_case), and followers also get them by email. Text only: files are attached in the web app (Help → Contact support). Your writes show as "via AI agent".