Follow up on a ticket

Customers can open their tickets from My Tickets and follow the conversation.

Customer replies default the ticket status to Open so the support team knows the customer has responded.

Solved tickets

Solved tickets can still receive replies. A customer reply can continue the conversation.

Closed tickets are read-only. Customers cannot update or reopen them.

If a customer needs more help after a ticket is closed, they should create a new ticket.

On-hold is an internal support-team status. Customers see on-hold tickets as Open.