How do I follow up on an existing ticket?
Updated 2026-10-10
Open the ticket from My Tickets and reply there. The reply is saved on that thread.
What to do
- Sign in with the account that created the ticket.
- Open My Tickets and select the reference.
- Write the update and send it once.
- Watch the status. Waiting for customer means support needs your reply.
Eligibility
You can see only your tickets. Replying reopens a resolved or closed ticket by sending a new customer message.
If something goes wrong
- A new ticket splits the history. Reply on the original.
- Internal staff notes are never shown on your timeline.
If the ticket is missing, confirm you are on the same account. Guest contact submissions are not listed unless they were tied to your user.
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