Support > Tickets holds every conversation, open and closed.
THE STATUSES
Open. With us, awaiting a reply. Answered. We have replied and are waiting on you. Customer Reply Required. Explicitly waiting on you; nothing progresses until you respond. In Progress. Being worked on. On Hold. Paused, usually pending something external. Closed. Resolved. Replying to a closed ticket reopens it.
REPLYING
Open the ticket and reply within the Client Area, or reply to the notification email keeping the reference in the subject line. Both reach the same place.
Attach screenshots or files where they help.
FINDING AN OLD TICKET
Closed tickets remain searchable. Useful when a problem recurs, or when you need to confirm what was agreed.
GOOD PRACTICE
Keep one issue per ticket. Mixing three problems into one thread means all three move at the speed of the slowest. Reply in the existing ticket rather than opening a new one. A new ticket loses the history and starts again at the back of the queue. If a matter is resolved, say so. It closes the loop and is genuinely useful to us.
