Once a ticket is open, everything happens on its page: support's replies, yours, the files, and a record of anything else that changed. This article shows how to reply, how to mark a ticket as resolved, and what to do when a problem comes back.

Who can do this

The person who raised the ticket, and the company's owner and admins. Anyone who can open the ticket can reply to it and resolve it.

Steps

Reply on a ticket

  1. Open the ticket — from the email or notification about a reply ("Meera replied to “Xero bills not created since Friday”" → View reply), or from Support tickets.
  2. Read the conversation. Support's replies carry the label Bizomate support; yours say You. Links to help articles show as cards — "Opens in the help panel" or "Help centre article".
  3. In Your reply, type your answer.
  4. To add files, select Attach and choose them. Each is listed with its size; select × to remove one.
  5. Select Send reply. A toast says Reply sent — "Support sees it straight away."

Mark a ticket as resolved

  1. Open the ticket.
  2. Below Your reply, select Mark as resolved.
  3. A toast says Marked as resolved — "Reply within seven days and it reopens." The state changes to Resolved, and the conversation records "Marked as resolved by Rohan Mehta".

Reopen a resolved ticket

  1. Open the ticket. Under Your reply the hint reads "Replying reopens it."
  2. Type what has happened since, and select Send reply.
  3. The state goes back to Open, the conversation records "Reopened by Rohan Mehta's reply", and support owes a reply again.

When a ticket is closed

  1. Note its reference, such as SUP-2048. The page says "This ticket is closed. If it is back, open a new one and mention SUP-2048."
  2. Select All tickets, then New ticket, and mention the old reference in What happened.

What happens next

  • Your reply reaches support at once, the ticket becomes Open, and the reply time starts again from your message.
  • When support resolves a ticket, you are emailed that it is resolved, with a link back.
  • A resolved ticket closes by itself seven days after it was resolved, if nobody replies.
  • Replies always come to the ticket. You get a notification and an email for each one; replying to the email does not reach anyone.

Good to know

  • A reply can be text, files, or both. Files follow the same rules as a new ticket: images and PDFs, up to 10 MB each, five at most.
  • Support can also set a ticket to Waiting on you when they need something from you. Their clock pauses until you reply.
  • The right-hand box shows the ticket's State, Priority, Response target, Category, the linked run or workflow, who raised it, and its Attachments.
  • Support's private notes are never shown to you, and are never emailed.

If something goes wrong

What you see Why What to do
Send reply is greyed out The reply is empty and nothing is attached Type a reply or attach a file.
Not sent — "Write a reply or attach something." The reply was empty Type a reply or attach a file.
Not sent — "This ticket is closed. Open a new one and mention SUP-2048." The ticket closed seven days after it was resolved Open a new ticket and mention the reference.
Not sent — "photo.heic is not an image or a PDF." That file type cannot be attached Save it as a JPEG or PDF first.
That ticket is not here You are a member and did not raise it Ask the person who raised it, or the owner.