Our move to our new support ticket software tool is complete! Our team hasn't changed, just the software we're using in the back end.
As of May 1, 2023, you will begin to receive replies to tickets from this new tool. Reply emails will look different, but you can still just reply to the email as you have in the past.
Unlike in our old tool, you will need to include
#reopen in your email if you reply to a solved ticket via email and would like it to be reopened. This information will be in the Ticket Solved emails and macros as a reminder.
Why would you want to reopen a ticket?
- The steps/info provided by the Support Rep did not resolve the issue.
- A previously resolved issue is recurring.
- You have a follow-up question related to the original issue.
What happens if you don't include #reopen in the email reply?
Our support reps will still receive your reply. We love when our clients thank us (in fact, over 70% of replies to solved tickets are a "thank you"!), so feel free to keep those coming - just don't include the reopen tag so the ticket stays solved.
Why does this work this way?
In a nutshell, reporting. This allows us to better track recurring and related issues since it will help limit tickets to one issue each. It also allows us to analyze reopened tickets and pinpoint areas for internal training and overall improvement.
"Create a Password" Emails
If you have opened a support issue with us, you will receive an email asking you to create a password. The email will look similar to the image below and will be from
By creating a password you'll be able to click the link in issue emails and see the current status of any open issues as well as any past issues.
email@example.com. If that email is blocked, you won't be able to receive emails from the support team.