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Communicating through your ticket

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Video on how to submit your first ticket

Email Notification for Replies

When you receive a reply to your query, you will get an email to inform you. There is a link on the email that you can click to take you to your ticket.

A screenshot of the notification message that you have received a reply to your query.

From here you will be able to see the response from the person handling your query and have the option to reply back to them on your ticket.

A screenshot showing a reply to your query with the ability to respond back.

You can exchange messages until your query is resolved. Once it is resolved, the agent will update the status to closed. You can check the status of your ticket from your ticket list screen, or from within the ticket itself.

An image of the top of a ticket showing the status as closed in a red box.

You will no longer be able to reply on the ticket, if you need further help then you will need to open a new ticket. You can include the ticket ID of the closed ticket as part of your additional information.

A screenshot showing a reply and the ticket reply option removed with a message to say you need to open a new ticket.

You will also receive an email to notify you that your ticket has been closed. It will also provide a link to open a new ticket if required.

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