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Replies, attachments & closing

Once a ticket exists you continue the conversation from its detail view in Help & Support → Contact Us.

The conversation​

Click a ticket in the list to open it. You'll see its status and topic, the optional property, the original description, any attachments, and a chat-style thread. Staff replies are labeled Support Team; your messages are labeled You.

Reply​

Type into the Your Reply box and click Send. You can add a file to your reply (see below).

Replying to a resolved ticket reopens it

If a ticket is Resolved and you send a new message, it automatically goes back to Open. If your issue is solved, don't reply just to say thanks — close it instead, or open a new ticket for a new question.

Attachments​

You can attach a file to the original ticket or to any reply.

  • Max size: 10 MB per file. Larger files are rejected — compress them, or split across replies.
  • One file per message in the panel. To send several, attach one per reply.

Files the support team sends you appear in the ticket's attachments list, ready to download.

Close a ticket​

When a ticket is anything other than Closed, a Close Ticket button appears. You'll be asked to confirm.

Closed tickets are locked

Once closed, the reply box disappears and no more messages can be added. To continue, open a new ticket.