Managing your Existing Support Tickets

From the Dashboard homepage of the Hub, click the Support tab:

The Support page shows a list of your existing tickets with a breakdown at the top of which ones are Open, Awaiting Reply and Resolved. The details of each ticket can be viewed by clicking View thread.

As an admin, when you open a ticket on behalf of a user, you will only be able to initially contact support and are no longer able to respond in the thread. Only the user who you have opened the ticket for can respond:

Any responses from the Support Team will appear in the thread. You can respond by typing your message in the textbox and clicking the Send reply button.

If your problem is resolved, you can click the Mark resolved button to close your ticket.

If an issue arises again, you can also click the Re-open ticket button to re-open your ticket.