It seems with the recent update to the email templates for support cases, the link to the case in the portal is no longer provided. I know you can reply directly to the emails to update the case, but...
Hey CarolineS
Ah I see where the issue lies with this, it's because the issue was related to the Khoros Community (Lithosphere) so the account record was linked to our own internal account record.
I've made the change to your community so then you're able to see the record.
Would you mind testing it out and letting me know if you're now able to access the case?
Ah yes, all good now! So the link to the case in case emails isn't broken after all, just a weird edge case. Thank you!