Support Ticket FAQs
Short, direct answers to the most common questions. Each one links to the article that explains it in full.
Replies and tracking
How long does a reply take?
The expected resolution time depends on priority: 3 hours for High, 6 hours for Medium, 24 hours for Low. The remaining time is shown inside your ticket.
How do I know the support team replied?
You receive an email, the ticket status changes to Waiting for customer reply, and the reply appears in the conversation immediately without refreshing the page.
Why is the reply box not showing right now?
Because the last message in the conversation is yours, or because the ticket is closed or resolved. The reply box appears after the support team replies.
How do I track my ticket?
From your profile → the Support section → the view icon next to the ticket.
Escalation
When can I escalate a ticket?
After the expected resolution time has elapsed while the ticket still needs handling. Before that, the remaining countdown is shown instead of the escalate button. Escalation is available once per ticket.
Attachments
Can I attach images or PDFs?
Yes: images (png · jpg · jpeg · webp · gif) up to 10 MB, video (mp4 · webm · mov · ogv) up to 50 MB, and PDF up to 10 MB.
How many files can I attach?
Up to 5 files per message.
What if one of the files fails to upload?
Your reply is never sent incomplete. You see a message explaining why, and your text and files stay in the editor so you can try again.
Closure
What happens if I do not reply for 72 hours?
If the ticket is Waiting for customer reply and you do not reply within 72 hours, it closes automatically for no response, and you are notified.
Do replies disappear after closure?
No. All replies and attachments remain visible to you, but no new reply can be added.
Rating
How long is the rating window?
48 hours from the moment the ticket is closed.
Can I change my rating?
Yes, within the window. After it ends the rating becomes view only.
Why am I asked for a reason on a low rating?
Because one or two stars do not tell us what actually happened. A reason is required for 1 and 2, and a comment is always optional.
Notifications
Do I get an SMS for every update?
No. SMS is sent only twice: when the ticket is created and when it is closed. Everything in between comes by email.