Follow your ticket
A ticket is a conversation, not a form you posted into a void. My tickets shows everything you have asked us and where each one stands.
The statuses
| Status | What it means |
|---|---|
| Open | With us. We are looking at it |
| Waiting for you | We asked you something and cannot go further until you answer |
| Resolved | We think it is done. Say so if it is not |
| Closed | Finished and filed away |
Waiting for you is the one to watch. A ticket sitting there is not being worked on, because we are waiting on your side.
Replying
Open the ticket and write in the reply box at the bottom. The same formatting and the same attachments as the first message.
You can also just reply to the email we sent you. It lands on the ticket as a message, attachments and all, so you never have to come back to the site if you would rather work from your inbox.
Leave the ticket number in the subject line when you do. It is the [#123] tag, and it is how a reply finds its way back to the right conversation.
Notifications
Every reply from us goes to the email address on your account. If the page is open while an answer arrives, it tells you there is something new and offers to reload.
Keeping someone else in the loop
A ticket can have other people on it. Add their email address under Keep someone in the loop and they receive every message on the ticket and can answer by email, without needing an account.
Useful when a colleague runs the node, or when the person with the problem is not the person with the account. Remove them again whenever you like.
Everyone you add sees the whole conversation, including what was said before you added them. Add people you would be happy to forward the whole thread to.
Closing and reopening
Solved it yourself? Close this ticket and we stop chasing you about it. A short note about what it turned out to be is genuinely appreciated, and it often helps the next person with the same problem.
A closed ticket can be reopened if the same thing comes back. For something new, open a new ticket rather than reviving an old one: it keeps the history readable and gets you a faster answer.
Rating the answer
When a ticket is resolved you can rate it from one to five, with room for a comment. One click, and it is the main way we find out where support falls short.
Rate it honestly. A polite five on a ticket that took a week and three repeated questions tells us nothing.
Finding an old ticket
My tickets filters by status and searches the text of your tickets, which is the quickest way back to that conversation from months ago where somebody explained the thing you have now forgotten.