Help centre / other
Opening a ticket we can act on
What helps most
A person reads every ticket. The three things that turn a slow ticket into a fast one:
- What you did, in the order you did it.
- What you expected to happen.
- What happened instead — the exact wording of any message, rather than a summary of it.
Attachments
You can attach up to five files, 20 MB each. Screenshots are re-encoded when they are stored, which removes the location data a phone camera writes into them — so a photo of your screen does not also tell us where you were sitting.
Logs and crash files are kept exactly as you sent them and are only ever offered back as downloads.
What happens next
A ticket is Open until somebody replies, then Waiting on you if we have asked you something. Replying to a ticket that was resolved reopens it — if you are writing back, it was not finished.
What we can see
Support staff can read your ticket and can write internal notes on it that you do not see. We tell you that rather than letting you find out: a note never appears in your view, never moves the ticket in your list, and is not in your data export.
Did this not answer it? Open a ticket and a person will read it.