Help centre / account
What happens after you open a ticket
Where it goes
Every ticket lands in one queue that support staff read. There is no automatic triage deciding your ticket is unimportant, and no automated reply pretending to be a person.
How you find out you have been answered
Your ticket list marks anything with a reply you have not read yet, and the count beside Your tickets tells you how many. It updates while the page is open.
We do not send email from this support site. Nothing will arrive in your inbox — come back here to read the reply. If you opened your ticket without an account, return through the lookup page with your reference and code.
The states a ticket can be in
- Open — with us.
- Waiting on you — we have asked you something and are waiting. Replying moves it back to open, so it returns to the queue.
- Resolved — we think it is finished. If it is not, reply and it reopens.
- Closed — finished. Replying reopens this too; nothing here is a door that locks behind you.
If you need to add something
Reply on the ticket rather than opening a second one. A conversation split across two tickets is read by two different people, each with half of it.
Your data
You can download everything this desk holds about you, and delete your account here, from Settings. Deleting is not instant and can be cancelled until it starts. Replies you have written on somebody else's ticket stay, without your name — removing them would tear holes in a conversation that is not only yours.
Did this not answer it? Open a ticket and a person will read it.