---
title: "Reply to a ticket"
description: "Reply to the support team on a ticket, with attachments if needed."
content_type: "how-to"
product: "tir-support"
platform: "TIR"
url: "/tir/tir-support/how-to/reply-to-a-ticket/"
topic: ["tickets"]
relationships: {"requires":["/tir/tir-support/how-to/find-your-tickets/"]}
---

# Reply to a ticket

Reply to the support team on an open ticket, with supporting files if they help.

## Before you begin

Make sure that the ticket is open: you can reply only while it is open.

## Reply

1. In **Support**, select the ticket's row.
2. In **Conversation**, select **Add Reply**.
3. Enter your message. It can have up to 6000 characters, and a counter below it shows how many are left.
4. (Optional) Select **Attach Files** and choose the files.
5. Select **Reply**.

Your message appears in **Conversation**. To close the reply box instead, select **Cancel**.

## Reply rules

| Item          | Rule                                                                |
| ------------- | ------------------------------------------------------------------- |
| Reply text    | Required, and must contain more than spaces. Up to 6000 characters. |
| Attachments   | PNG, JPG, JPEG, or PDF; up to five files; 5 MB or smaller each.     |
| **Add Reply** | Available while the ticket is open.                                 |

To follow up on a closed ticket, [create a new ticket](/tir/tir-support/how-to/create-a-support-ticket/).

When the issue is solved, [close the ticket](/tir/tir-support/how-to/close-a-ticket/).

If an attachment is refused, see [Troubleshooting Support](/tir/tir-support/troubleshooting/tir-support/).