Emails and the ticket link page

Emails you may get

Your sign-in code

Only when you ask for one on the sign-in page.

Ticket received

Confirms a new request and its number, usually with a View your ticket button. It arrives within about a minute, if your support team uses it.

Replies from your support team

The subject holds your ticket number in square brackets, for example Re: [HD-2026-00123] Printer on 2nd floor. The answer ends with a sign-off, often with the name of the person helping you. Under a divider labelled "Earlier in this ticket" you see your own latest message, in smaller grey text. Many end with a View this ticket online link, worded in the same language as the sign-off.

Your request is now being worked on

Some support teams send this, with a link, when someone picks your request up.

Update on [HD-2026-00123] Printer on 2nd floor

Tells you there is a new answer and gives you the portal address to read it. The answer itself is not in the email. People copied on the request get it too.

Answer by email

Press Reply in your email program. Keep the ticket number in square brackets in the subject, and your answer and attachments are added to the right request.

• If the request was waiting for you, it goes back to your support team.
• If it closed recently, within the reopening period, your reply reopens it. Later replies are stored but the request stays closed, so for a new problem send a new email.
• A new email without a ticket number starts a new request.
• Out-of-office replies are added to the request but never reopen it.
• Write from the address your support team knows. Mail from an unknown address is held for them to check first.
• Colleagues you put in To or Cc are copied on the request. Their replies with the ticket number land on the same request.

When several people are copied

A reply to a request with people in Cc arrives as one mail with everyone in Cc, so Reply all works. Such a mail never carries a personal ticket link, because everyone in Cc would see it. It shows your support portal's address instead, or no link. Sign in to the portal to open the request.

The ticket link page

The View your ticket and View this ticket online links (or that link in another language, such as Se sagen online) open a simple page for one request, without signing in. It shows your support team's logo, the ticket number, title and status, who it is Handled by and when it was Opened, a Reply box with Attach files and Send, the conversation with newest first, and your Original request at the bottom.

• While the request is open, the link keeps working, for up to 180 days after it was sent.
• After the request closes, the link works for the reopening period. The box then says Need to reopen this?. Write what is still wrong and send it, and the request reopens.
• After that, or if your support team withdrew the link, the page says This link is no longer available. Reply to the latest email from your support team, or ask them for a new link.
• A link may be protected by a 6-digit passcode, which your support team gives you separately, for example by phone. Type it under Enter your passcode.

For your safety, the link disappears from the browser's address bar once the page opens. To come back later, use the link in the email again.