Your support tickets
Follow your reports from submitted to fixed, reply to us, and see what's waiting on you.
Where to find them
Follow your company's tickets in Settings → Tickets, with search and filters by status and priority. A count on Tickets shows replies from us you haven't read, and the Task List lists tickets waiting on you.
Don't see Tickets in Settings? Your role doesn't include it; ask your company's owner or admin.
What the statuses mean
| Status | Meaning |
|---|---|
| New | Sent; nobody has started on it yet. |
| In Progress | We've reviewed it and we're working on it. |
| Waiting on You | We need something from you: a reply, more detail, or confirmation that a fix works. |
| Completed | We've delivered an answer or a fix. |
| Closed | Finished. |
Replying
Open a ticket to read our replies and add your own, with up to five attachments. Depending on its status you can also:
- Mark Complete when it's sorted.
- Challenge Case if the answer or fix doesn't solve it.
- Reopen Case if it comes back.
- Cancel Request if you no longer need it.
A completed ticket closes on its own after 30 days.