Following a ticket
Where to see a ticket's status, how to add a reply and how to reply by email.
After submitting a ticket you receive an email confirmation with the ticket number. Keep it, because the number makes any further contact easier.
Where to follow a ticket#
- In the client portal open Support / Tickets: all your tickets and their full conversations are there.
- Through the link in the confirmation message or via https://support.scyhost.com/.
What the statuses mean#
Names may differ, but they are usually:
| Status | Meaning |
|---|---|
| Open | The ticket has been received and awaits processing. |
| Answered | Support has replied; your reaction is awaited. |
| Customer-Reply | You have replied; support is awaited. |
| Closed | The ticket has been closed. |
How to reply#
- Open the ticket in the portal and type your reply in the field at the bottom, or reply directly to the notification email.
- Reply in the same ticket, do not open a new one.
- Attach the requested information (screenshots, exact error messages, steps to reproduce the problem).
If there is no reply for a long time, add a short message to the same ticket instead of a new request. Mention urgent security situations in the subject. Processing deadlines are determined by the Terms of Service.
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