Frequently Asked Question
How do I reply or add more information?
Last Updated 3 days ago
Always reply on the same ticket so history stays in one place.
- Open the ticket from your ticket list or from an email link
- Scroll to the reply area
- Write your update, answers, or extra details
- Attach files if needed
- Submit the reply
What to include in a reply
- Answers to questions the agent asked
- Updated URLs, copy, or assets
- Confirmation of deadlines or approvals
What not to do
- Do not open a new ticket for the same request unless the agent asks you to
- Do not send critical updates only by side email without copying them onto the ticket (agents may miss them)
Cc
If someone else should follow the conversation, ask the agent to add them as Cc, or add them if the form allows when you reply.