Read and answer a ticket

Steps

1. Sign in to your brand admin. See Open your brand admin.
2. In the menu, open Support → Tickets.
3. Find the ticket with the status filters, such as Open or Customer Reply, or with Search by subject or ticket number. Click it.
4. Read the conversation. Ticket Details on the side shows the status, priority, department and service.
5. Type your answer in the reply box. Click Insert reply to use a saved answer, or Attach file to add a file.
6. Click Reply as Staff.
7. When the problem is solved, click Close.

What happens next

• Your customer sees a notice in their client area and gets an email from your brand. The email does not include your message. They read it in their client area.
• If the ticket came in by email, your reply is emailed to the sender. Files you attach stay in the ticket and are not emailed.
• To answer a closed ticket, click Re-open in the Ticket is closed box first, then type your reply and click Reply as Staff.
• You can change Status and Priority under Ticket Details.
• To handle many tickets at once, tick them in the list and use Resolve, Reopen, Reassign... or Delete.

Replies from you and your staff are free. Replies from our support team use your support allowance. See How your support allowance works.

Common problems