Tickets
Open a support ticket, follow replies, and manage the ticket status.
Open a ticket
- Open Support Tickets from the Support menu.
- Click New Ticket.
- Enter a Subject of at least 4 characters.
- Choose a Category: Technical, Billing, Sales, Account, or Other.
- Optionally choose an Organization and a Service.
- Write a Message of at least 10 characters.
- Attach files if needed.
- Click Create ticket.
After submission, the ticket appears in the ticket list and you can follow the replies there.
Attachments
- Up to 5 files per message.
- Up to 25 MB per file.
- For technical issues, attach a screenshot or the error text.
Ticket status
| Status | Meaning |
|---|---|
| Open | The ticket is waiting to be picked up. |
| In progress | Support is working on it. |
| Waiting for customer | Support replied and is waiting for you. |
| Waiting for support | You are waiting for the support team to reply. |
| Awaiting confirmation | Support marked it solved and is waiting for your confirmation. |
| Resolved | The issue is resolved. |
Reply and reopen
- To continue the conversation, write a reply and click Send reply.
- If the ticket is Resolved, a new reply reopens it. You can also use Reopen ticket.
- When the issue is fixed, you can Mark as resolved.
Support feedback
After a ticket is resolved, you can rate the support and leave feedback. This helps improve future replies.
Tips
- Keep one issue per ticket.
- Explain what you did, what you expected, and what happened.
- Tickets shared with an organization are visible to its members.
- Internal notes are visible only to the support team.
We usually reply within a few hours. The response time depends on your support plan.