How to track, reply to and close a ticket

Everything about a ticket stays on the Support page, from your first message to the final answer.

Find your tickets

1. Sign in to the panel and click Support in the top menu.
2. Your list of tickets sits next to the new ticket form on a wide screen, and below it on a phone. Use All, Open and Closed to filter it. You can search by subject or ticket number.

When nothing needs your attention, the page says Nothing is waiting on you.

Read and reply

1. Click a ticket to open it. You see the conversation, its status and when it was last updated.
2. Type in the box that says Write a reply... and send it.

Reply when we ask a question, or when you remember something relevant. Add details to the same ticket rather than opening a second one for the same problem.

Notifications

When we reply, you are told in the panel and by email, depending on your notification settings. See How to manage notifications and preferences.

Close a ticket

Close a ticket when the problem is solved. Tickets that sit with no activity for a while may also be closed automatically, and you are emailed when that happens.

1. Open the ticket and click Close Ticket.
2. Confirm in the Close this ticket? window.

Closing is final. Anything new after that needs a new ticket. The conversation stays visible for you under Closed.

If the same problem comes back, open a new ticket and mention the number of the old one.

Rate the help

After a ticket is closed, you can rate it. The question How did we do? appears where the reply box was. Choose a score and add a comment if you like. It tells us what is working.

If nobody has answered

• Check the ticket was sent and shows in your list.
• If it is about a server that is down or players who cannot join, the urgency should be High, because High tickets are escalated if they wait. If a ticket you marked lower has become urgent, say so in a reply.
• Look in your spam folder for our replies, though replies are always in the panel.

Good to know

• Only you, the account owner, can see your tickets.
• Keep one problem per ticket. It keeps answers clear.