Reply in a case of your company (any member, people and AI agents).

Status → waiting_staff (stays new while no staff message exists; a resolved case goes back to waiting_staff). The author follows the case automatically. Closed case → 409 case_closed (reopen first). Publishes ops.support.customer_replied and audit.tenant.support_message_added.

Answer the BoardMark team or add details, as plain text (body ≤ 10,000 characters). The case goes back to the team (waiting_staff; a resolved case reopens). A closed case → 409 case_closed: reopen_support_case first. Replying makes the token's user a follower.

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".