The My tickets screen, the ticket number, what each of the four statuses means, writing a reply, what happens on solved and closed tickets, the automatic closing times and how e-mail notifications work.
Last updated: September 30, 2026
Once your ticket is open, the whole exchange lives on one page. That page shows who wrote what and when, which stage the ticket is at, and whose turn it is. This guide explains the My tickets screen, the meaning of the four statuses, what a reply does, the automatic closing times, and the limits of the e-mail notifications.
You are probably here for one of these:
My tickets in the help centre header lists every ticket you have. If you are coming from the panel, the Help button in the top bar carries you there with your session; you are not asked for a password again.
Each row shows:
Above the list there is a search box and a status filter. The list narrows as you type; you can search by number, by a word from the subject, or by a phrase from your first message. As the number of tickets grows, the list is paginated and page controls appear at the bottom.
Tickets with an unread reply are marked in the list. The mark clears the moment you open the ticket — "read" happens when you open the page, not when you open the e-mail.
💡 Tip: You do not have to note the ticket number down. It sits in the subject line of every notification e-mail you receive, and pasting it into the search box brings that ticket straight up.
The status tells you whose turn it is. On its own it is not a measure of priority or speed.
| Status | What it means | Whose turn |
|---|---|---|
| Open | The ticket is in the support queue: either not answered yet, or back in the queue after your latest message. | The support team |
| Waiting for your reply | The team has answered and needs information, a screenshot or a confirmation from you. | You |
| Solved | The team considers the problem finished. The exchange is still open and you can disagree. | Nobody — but a timer is running |
| Closed | The record is complete and archived. Nothing more can be written on this ticket. | Nobody |
When you see Waiting for your reply, the ticket is parked and you are the reason. The team has asked its question and is waiting; the ticket does not move until you write back.
When the team is waiting on a third party — a channel provider, for instance — it uses a separate marker on its own side. That marker is not shown to you: the ticket keeps showing as Open. The reason is simple: a "on hold" badge makes people think their ticket was forgotten, while the work is in fact going on.
Opening a ticket puts a reply box under the conversation.
Sending a reply sets the status to Open and puts the ticket back in the support queue. This applies from any status: replying to a ticket that was waiting for you hands the turn back to the team.
⚠️ Note: The exchange shows only your messages and the team's messages to you. Notes the team keeps among themselves, and the ticket's assignment, tag and priority movements, are never shown to you.
Solved is not a closure, it is a proposal: the team believes the problem is finished.
A ticket in Closed has no reply box. In its place there is an open a new ticket referencing this one button.
The reason is this: reviving a record that closed months ago makes the team read a completely different matter against old context. A separate record means a separate history.
The following happen on their own, even if nobody touches the ticket.
| Status | Time | Result |
|---|---|---|
| Solved | 4 days with no message | The ticket becomes Closed. |
| Waiting for your reply | 7 days with no reply from you | A reminder e-mail is sent to you. |
| Waiting for your reply | 10 more days of silence after the reminder (17 days in total) | The ticket is marked Solved, which starts the four-day timer above. |
In other words, a ticket you never answer closes by itself within three weeks at the most. If the matter is still yours to solve, open a new ticket. This is not a penalty; it is what keeps the queue readable.
💡 Tip: If you need to park a subject, post a short note such as "I will test this on Friday and come back". Every message you write resets the timers, so the ticket will not close on its own.
Three events send a message to your registered address:
Each message contains the ticket number and a direct link to the ticket page. If you have no session when you follow the link, you are sent to the panel sign-in screen first and to the ticket afterwards.
Notification messages are sent from an address that does not accept replies. Pressing "Reply" in your mail app sends text that lands on no ticket, reaches nobody, and may not even bounce back to you. This is a silent loss and it is the most common misunderstanding here.
Turning incoming e-mail into ticket replies is far larger than it looks: the incoming message has to be matched to the right ticket reliably, the quoted older text has to be trimmed away, and the sender has to be verified as genuine. That direction does not exist today. Always write your reply from the ticket page in the help centre — and the body of every notification says so too.
⚠️ Note: If notifications are not arriving, check your spam folder first, then follow e-mails are not arriving. Missing notifications do not mean the ticket stopped moving; the My tickets screen is always the truth.
You see the name of whoever replies, above their message. Who the ticket is assigned to, which tags it carries and what priority it has are team-side details and are not shown to you.
The list on My tickets holds all of your tickets. Pick Closed in the status filter to bring old records back into view.
Yes. The page of a closed ticket opens normally, with every message and attachment in place; only new messages are refused.
Your message may not have been sent. Reload the page and check that it appears in the exchange. Text longer than 5,000 characters, or text made only of spaces, is not sent and the reason appears under the box.
No. Notifications go to your account's registered address. To use a different one, update your account e-mail under My user settings.
If you have followed every step and the problem continues, contact our Support team.
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