Frequently Asked Question
How do I reply or add more information?
Last Updated 24 days ago
Always reply on the same ticket so the full conversation and history stay together.
How do I reply to a ticket?
- Open the ticket from My Tickets or from the link in the email notification.
- Scroll to the reply section.
- Add your update, answers, or additional information.
- Attach any supporting files if needed.
- Submit the reply.
What should I include in my reply?
Where relevant, include:
- Answers to questions from the support team
- Updated URLs, copy, or assets
- Confirmation of deadlines
- Approval or confirmation to proceed
Should I open a new ticket for the same request?
No, please continue replying on the existing ticket for the same request.
This helps keep all information, updates, and approvals in one place.
Can I reply by email?
No. To reply to a ticket, click the link in the email notification and add your response directly on the ticket in the support portal.
This keeps all updates and attachments recorded in the same ticket thread.
How do I add someone else to the conversation?
Add the relevant person in Cc.