Immediately after submitting a ticket, here is what happens:
- Confirmation email — you receive an automated acknowledgement with your ticket reference number.
- Queue assignment — your ticket enters the support queue. Priority tickets are reviewed first.
- Agent response — a support agent reviews your ticket and either resolves it directly or asks for more information. You will receive an email notification when there is a reply.
- Resolution — once the issue is resolved, the agent marks the ticket as Resolved and sends a closing message.
Replying to a ticket
Open the ticket from My Tickets and use the reply box at the bottom of the thread. You can also reply directly from the email notification you receive.
Re-opening a ticket
If a resolved ticket needs to be re-opened because the issue has returned, you can reply to it within a short window after resolution to re-open it. After that window, submit a new ticket.