Following and replying

Your requests lists every request where you are the person asking for help, newest first, with its number, summary, the day it was Raised and its status. It includes requests you sent by email and ones your support team registered for you by phone. It also includes requests where you are copied (on the CC list), as long as your support team has you as a contact of your company. Other colleagues' requests are not shown to you.

Open a request to see its status, who it is Handled by (if your support team shows names), your form answers, your original message and the conversation: your messages (marked You), emails your support team sent you, and notes they shared with you. Tables in their messages show as tables. Press ← All requests to go back.

Reply from the portal

1. Under an open request, write in Add a reply. You can use bold, italic, underline, lists and quotes, and paste pictures straight in.
2. The reply box has no table tool. Describe things in plain lines instead.
3. Add files with Attach files if needed. The limits are the same as for a new request.
4. Press Send reply.

If you are copied on a request, you can open it, reply and download its files in the same way.

Your support team is told as soon as you reply. If the request was waiting for you, it goes back to them. If you send many replies in a short time, the portal asks you to wait a few minutes. If you were signed out while writing, sign in again: your text is still there.

When a request is closed

A closed request stays in Your requests and you can read the whole conversation. If the problem comes back soon after, answer the last email from your support team or use the ticket link in it. Within your support team's reopening period (30 days unless they chose otherwise), that reopens the request. After that, start a new request.