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How to Track, Reply to & Reopen Support Tickets

Verified Guide • • 2 min read

Keep All Conversation History in One Central Thread

Never lose track of ongoing website updates. The My Tickets dashboard allows you to view developer responses, send follow-up comments, attach additional files, and review historical solutions anytime.

View My Tickets Open New Ticket

How to Reply to an Active Ticket

1
Open Your Ticket

Go to My Tickets and click the subject of the ticket you wish to view.

2
Type Your Reply in the Response Box

Scroll to the bottom of the conversation thread, enter your notes or answer any questions asked by the engineer, and click Submit Reply.

Pro Tip: Avoid Creating Duplicate Tickets

Always reply directly to the existing ticket rather than opening a brand new one for the same task. This preserves the developer's context and gets your issue resolved much faster!

How to Reopen a Closed Ticket

If an issue re-occurs or you need further adjustments on a task that was marked Closed within the last 7 days, you do not need to start over! Simply post a new reply on the closed ticket. Our ticketing system will automatically set its status back to Open and alert the assigned developer immediately.

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