Update a support ticket

Add information to a support ticket you already submitted. You can reply from the Support Portal or from the ticket notification email.

Before you begin

• A Support Portal account. It is separate from your Rencore Governance sign-in and does not depend on your Rencore role. See Create a Support Portal account.

Steps

Update a ticket in the Support Portal

1. Go to the Support Portal and click Login in the upper-right corner.

2. Sign in with your email and password.

3. Click View all tickets to see every ticket you raised.

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

4. Click the ticket you want to update.

5. Type your update in the reply box at the bottom of the ticket.

6. To add a file, click the attach icon, select the file and click Open.

7. Click Send.

Update a ticket by email

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

2. Click Reply in your email client.

3. Leave the subject line unchanged.

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

4. Type your update in the body of the email.

5. Attach any files the same way as in a normal email.

6. Send the email.

What you see

Your reply is added to the ticket. If the ticket is Resolved or Closed and you still need help, your reply reopens it, so you do not need to submit a new ticket.