Knowledgebase

Follow up on a ticket: statuses, replies and closing Print

  • 0

All your tickets are listed under SupportTickets. Open a ticket to read the whole conversation and reply.

What the statuses mean

StatusMeaning
OpenWe received your ticket and will reply soon.
In ProgressWe are working on it.
AnsweredWe replied and are waiting for you.
Customer-ReplyYou replied. We will get back to you.
On HoldWe are waiting for something, for example a planned change or information from a third party.
ClosedThe ticket is finished. You can still read it.

Reply to a ticket

  1. Open the ticket and select Reply.
  2. Write your message and add screenshots or files if needed.
  3. Select Submit.

We email you each time we reply. The email includes a link to the ticket.

Close a ticket

When your question is solved, open the ticket and select Close. Tickets don't close by themselves. If the problem comes back, reply to the closed ticket and it opens again.

Rate our replies

You can rate each of our replies with stars. Your rating helps us improve our support.


Was this answer helpful?
Back