Track or reply to your ticket

All your support tickets are in one place at /account/support — open ones, awaiting-your-reply ones, and the full history of closed ones.

View your tickets

1. Sign in and go to /account/support.
2. The list shows tickets with their status:
   • Open — we have it; we're working on it.
   • Pending your reply — we've answered and are waiting for you.
   • Pending operator — you've replied; we're working on it.
   • Resolved — issue addressed; will close shortly if you don't re-open.
   • Closed — done.

Click any ticket to open the conversation thread.

Reply to a ticket

1. Open the ticket from your Support page (the URL is /account/support/{id} where {id} is the ticket id).
2. Read the latest message from us (and the full thread above if you want context).
3. Type your response in the Reply box at the bottom.
4. Click Send reply.

We get an email notification and the ticket moves to Pending operator. You'll get an email when we respond.

Re-open a closed ticket

If we marked something resolved but the issue isn't actually fixed:

• Within 7 days of closure — open the ticket and click Re-open. The status flips back to Open and you can reply.
• After 7 days — closed tickets are read-only. Create a new ticket and reference the old ticket number in the message; we have the full history.

Close a ticket yourself

If your issue is resolved and you don't want to wait for us to close it:

1. Open the ticket.
2. Click Mark as resolved at the top of the thread.

This is just a courtesy — not closing tickets doesn't penalize you, but it helps us focus on what's actually outstanding.

Notifications

By default you receive an email whenever we reply, close, or re-open a ticket. Manage these at /account/email-preferences under "Account & security".

Troubleshooting

"I got a notification but the ticket page shows no new reply." Refresh the page. If it's still missing, your email might be quoting an older message — scroll to the top of the thread to see the most recent.

"I can't find a ticket I created last year." Closed tickets stay in your history forever. Use the search at the top of /account/support, or filter by status to include closed.

"My reply box is greyed out." The ticket is closed and outside the 7-day re-open window, OR your account has hit a temporary rate limit (rare, but happens with rapid back-and-forth). Wait an hour or create a new ticket.

Related

• Create a support ticket
• Contact Scanix support
• Email preferences