Responding to a ticket

If a company you deal with uses Tickiti for their customer support and you have raised a ticket with them, you will receive a notification email whenever the support team posts a reply on the ticket. The email is your prompt to come back and respond.

The screenshot below uses Sole Provider Sales, an example running-shoe retailer. The page your supplier uses will look similar.

Open the ticket from the email

Every notification email includes an Open ticket button. Clicking it opens the ticket in your browser — no password needed; the link contains a secure identifier that authenticates you. Use this link to reply: it keeps your reply attached to the ticket so the support team has the full history in one place.

From here you can:

1. Read the full conversation, with the latest reply at the top and your original message below.
2. See the current status of the ticket at the top of the page, and the participants behind the Participants button — think of participants as the cc list for the ticket. See Participants for how to add or remove them.
3. Click the Reply button to open a reply box.

Writing a reply

The reply box behaves like an email composer:

1. Type your reply in the message area. The toolbar lets you format text, add links and add bullet points.
2. To add files, click Attach files and drop them into the dashed area, or click it to pick from your computer. See Attachments.
3. When you are ready, click Send. Your message is added to the conversation immediately, and the support team is notified.

Adding more information later

You don’t need to wait for a reply before adding to the ticket. If you remember an extra detail or want to attach a photo after the fact, open the same Open ticket link from any earlier notification and add another response.

What if the link does not open?

Some corporate mail systems strip or rewrite links. If Open ticket does not open the right ticket, raise a new ticket from the supplier’s support page and quote your ticket number — the support team can resend the link. The notification email only shows a preview of the latest message; the full conversation lives on the ticket page, which is why the link is the normal route in.

What if I want to see all my tickets at once?

Register an account using the same email address you raised the ticket with. Once signed in, you can see all the tickets attached to your email in a single list. See Tracking your tickets for the details.