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Support Tickets

If you can't find the answer you need in the Help Center or Community, you can raise a ticket with our Customer Support team.

Submitting a support ticket

You can submit a request using the Contact Customer Support form in the help center — click the link at the top right of any page.

To submit a support request in the help center:

  1. Click Contact Customer Support at the top of any help center page.
  2. If required, you can use the CC option to copy a user on the ticket. To copy multiple users, use a comma to separate each email address.
  3. Select a statement that best matches how this is impacting you
  4. Select a reason from the dropdown. This may reveal additional fields — fill these in to help us resolve your ticket faster.
  5. Enter a subject. As you type, suggested Help Center articles appear — click one if it answers your question.
  6. Describe the issue. Include screenshots, a video, and steps to reproduce it — the more detail you provide, the faster we can help.
  7. Add any attachments. The file size limit is 50 MB.
  8. Click Submit.

Updating a ticket by email

You can add a comment to an existing ticket by email.

Your email must reference the ticket ID in plain text, using this format:

  1. In your email client, create a new email message or forward an existing email.
    The email is sent to the support team. The subject can be anything you want.
  2. At the top of the body of the email, enter the ticket ID for an existing support request using the following syntax: #id ticketnumber For example: #id 123456
  3. Leave one blank line after the ticket ID.
  4. Enter the comment you want to add to the ticket after the blank line.
  5. Your email should look something like this:

#id 123456

 Hello, I have some more information regarding my ticket…

  1. Send the email.

Updating a ticket in the Requests section

You can add a comment or CC to any open ticket from the Requests page in the Help Center.

To add a comment or CC:

  1. Click your profile icon on the upper-right side of any help center page and then click Requests. By default, the page displays all requests that you have submitted.
  2. Click the link for the request you want to update.
  3. Add a comment to update the request.
  4. (Optional) You can add an email address to copy a user on the ticket. When you add a CC to an existing ticket, you must also add a comment.
  5. Click Submit.

Tracking your requests

To track your requests:

  1. Click your profile icon on the upper-right side of any help center page and then click Requests. By default, the page displays all requests that you have submitted.
  2. To filter your requests by status, select a request status from the Status menu.
  3. To search your requests, enter a search term in the Search Requests box. You can optionally use ticket property keywords in your search.
  4. To see details about a request, click the request title.

Tracking your organization's requests

As an administrator or manager, you can request visibility into all tickets raised across your organization.

Note: Organization ticket visibility must be enabled by Customer Support on request.

To view your organization's requests:

  1. Click your profile icon on the upper-right side of any page and then click Requests.
  2. Click the Organization Requests link on the page to see all the requests for your organization. The link appears only if you have requested this be set up.
  3. To see details about a request, click the request title.
  4. You can view ticket details but can't add comments.

To subscribe to requests for a shared organization:

  1. Click your profile icon on the upper-right side of any page and then click Requests.
  2. Click the Organization Requests link on the page to see all the requests in your organization.
  3. Click Follow organization.
  4. You'll receive notifications for new and updated tickets in your organization.

Marking a ticket as solved

You can close a ticket by marking it as solved — the ticket must be assigned to an agent first.

To mark a request as solved:

  1. Click your profile icon in the upper-right side of any page and then click Requests.
  2. Click the title of an open ticket request to open it.
  3. (Optional) Enter any comment you want in the reply and click Add Reply.
  4. Select the option on the lower side of the request to mark it as solved.

A ticket stays in Solved status for 72 hours before closing. You can reopen it any time during that window. After it closes, create a follow-up ticket instead.

Creating a follow-up ticket

To create a follow-up to a solved request:

  1. Click your profile icon in the upper-right side of any page and then click Requests.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it. Tip: If you have a long list of requests, you can filter the view by selecting Solved from the Status menu.
  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.