Track and reply to a support ticket
Follow ticket status, reply in the private thread, and know when a new request is required.
STATUS GUIDE
• New — received and awaiting initial review.
• Open — under active review.
• Waiting on customer — Support needs more information.
• Waiting on support — your latest update is with Support.
• Resolved — replying sends the ticket back to Support.
• Closed — read-only; create a new request if more help is needed.
HOW TO CONTINUE
Open My tickets while signed in and select the SUP reference. Reply in the private conversation so the full history stays together. Your reply changes the ticket to Waiting on support; a staff reply changes it to Waiting on customer. Internal staff notes never appear in your conversation or notifications, while customer-visible replies and status changes do.
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