Once you submit a support ticket, you can track its progress, reply with additional information, and see when it is resolved.
Viewing Your Tickets
Go to Support in the sidebar to see all your tickets. The page shows:
- Status Cards — A count of tickets by status (Open, In Progress, Waiting, Resolved, Closed) at the top.
- Ticket Table — All your tickets with ticket code, subject, category, priority, status, and last updated time.
- Search — Filter tickets by code, subject, or name.
Click any ticket to view the full details and conversation.
Ticket Statuses
- Open — Submitted, waiting for our team to review.
- In Progress — Our team is actively working on it.
- Waiting — We need more information from you, or we are waiting on an external factor.
- Resolved — The issue has been addressed or the request fulfilled.
- Closed — Ticket is closed. No further action needed.
Ticket Detail Page
When you open a ticket, you see:
- Ticket header — Code, status badge, subject, and full description.
- Reply thread — All replies in chronological order. Replies from the Studio team are marked with a blue “Studio Team” badge.
- Sidebar — Ticket details including who submitted it, category, priority, assigned team member, creation date, and last update.
- Reply form — Post additional information or follow-up questions.
Replying to a Ticket
- Open the ticket you want to reply to.
- Scroll to the Reply form at the bottom.
- Type your message. You can use formatting and attach files.
- Click Send Reply.
Our team is notified when you reply, and you are notified when we reply.
Email Notifications
You receive email notifications for:
- Ticket submission confirmation (with ticket code and details).
- Replies from the Studio team.
All emails include a direct link to view the ticket in Studio.