Go to Support > Tickets. Every ticket you have opened is listed, open and closed, with its full thread. You can read the history and reply from there.
Check the status before you wait
The status tells you who the ball is with, and misreading it is the reason people wait for a reply that is not coming.
- Open — sent, not yet replied to. In our queue.
- Answered — we have replied and are waiting on you. This is the one that catches people. An Answered ticket is not being worked on, because we believe the next move is yours. If our reply asked a question, nothing happens until you answer it.
- Customer Reply — you have responded; back in our queue.
- In Progress — actively being worked on.
- On Hold — paused for something outside the thread: a third party, a registry, a scheduled window, a decision from you that is not urgent.
- Closed — resolved, or inactive long enough that we assume so.
Worth making a habit of: scan your open tickets for anything sitting in Answered. If one has been there for days, we are waiting for you.
Closed tickets are a permanent record
They stay readable indefinitely, which makes the ticket history a log of what was changed on your systems and when. That is more useful than most people expect, particularly when diagnosing something that started "a while ago". Search it before assuming a problem is new.
Reopening
Replying to a closed ticket generally reopens it, and that is right if the same problem has returned — the history travels with it. If the problem is different, open a new ticket even if it is on the same service. Mixed threads are harder for everyone to follow.
If you cannot see a ticket you know exists
It is probably associated with a different contact. Tickets belong to the person who opened them, and a colleague's tickets are not in your list by default. Contact permissions control this — see the article on sub-accounts.
If replies are not reaching your inbox
Check the portal rather than the inbox; everything is there regardless of what happened to the email. Email History under your name shows every message the system sent, with timestamps, so you can tell whether it was sent or never arrived.
