Once you’ve sent a request, you don’t need to wait around for an email — you can check on it, add more details, or answer a question from the support team any time from your support portal. Here’s how to find it, read it, reply to it, and know when there’s something new.
Finding your ticket
- Go to your support portal’s address and sign in with your email if you’re not already — see Sign in to the support portal.
- You’ll land on your ticket list, showing every request you’ve made, newest activity first, with a count at the top (for example, “3 tickets”).
- Click any ticket in the list to open it — clicking the row opens that conversation.
Tip: if you followed a link from a “New reply” email, it opens the right ticket for you directly — you don’t need to hunt for it in the list.
Reading the conversation
Inside a ticket, you’ll see the full back-and-forth in order, oldest at the top. Your own messages appear on one side, and messages from the support team on the other. Near the top of the window you’ll also see a short reference line (“Ticket ID” followed by a code) and a status dropdown showing whether the ticket is currently Open or Closed.
Some replies may be labelled “Automated answer” — this means an AI assistant, not a person, answered based on the team’s help content. If it fully answered your question, you can click Yes, this solved it — close right under that message to close the ticket yourself. If it didn’t, click No, keep it open and a person will follow up.
Replying
- Scroll to the bottom of the ticket window, where you’ll find a text box for writing your reply.
- Type your message. You can add a screenshot or file first if you need to — see Attach files to a ticket for how (this option only appears if the support team has turned it on).
- Click Send. Your reply is added to the conversation right away.
If your ticket had already been closed, sending a reply automatically reopens it for you — you don’t need to change the status dropdown yourself first.
Closing a ticket yourself
If your issue is resolved and you don’t need to wait for a reply, use the status dropdown near the top of the ticket window and choose Closed. You can reopen it at any time by choosing Open again, or simply by sending a new reply.
When you’ll get an email
You’ll receive an email whenever the support team (or the automated assistant) adds a new reply to one of your tickets. The subject line looks like “Re: [your ticket’s subject] (#reference)”, and it includes a View reply button. Clicking it signs you in automatically (if needed) and opens that exact ticket — you don’t need to separately request a sign-in link first.
If you already have the ticket open and visible in your browser when a reply comes in, it simply appears in the conversation right away — you’re actively viewing it, so there’s no need for a separate notification email at that moment.
That reply-notification link is valid for several days and works once — if it’s expired by the time you click it, just go to your support portal and sign in normally with your email; see Sign in to the support portal.