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.

When the issue is solved, close the ticket.

If an attachment is refused, see Troubleshooting Support.