Accessing and Updating Support Tickets

Updating a Support Ticket

To add information to a support ticket you’ve already submitted, you will need to reply either from the customer portal or from the ticket notification email:

Update a Ticket from the Customer Portal

1. Go to the support portal and click “Login” in the upper-right corner, then sign in with your email address and password.

2. Click “View all tickets” to see every ticket you’ve raised.

3. Click the ticket you want to update to open it.

4. In the reply box at the bottom of the ticket, type your update.

5. To add a file, click the attach icon, select the file, and click “Open”.

6. Click “Send” to post your reply.

   Use the "Status" filter on the "All Tickets" view to quickly find tickets that are "Being processed", "Resolved", or "Closed".

Update a Ticket by Replying to Email

1. Open the email notification you received about the ticket.

2. Click “Reply” in your email client.

3. Leave the subject line unchanged and type your update in the body of the email.

4. Attach any files the same way you would in a normal email.

5. Send the email.

   Warning: Do not remove or edit the ticket number (e.g., [#12345]) from the subject line. Freshdesk uses it to match your reply to the existing ticket; changing it creates a new, separate ticket instead of updating the original one.