Every request you send is listed under My requests. Open one to read the conversation and reply.
Find your requests
Open My requests. It has three tabs:
| Tab | What it lists |
|---|---|
| Open | Requests we have received or are working on, and ones waiting for you |
| Waiting on you | Requests where we need something from you |
| Closed | Solved and closed requests |
A request with a reply you have not read yet is marked New reply. To jump to a request, type its number, like #1042, into the search box.
What the status means
| Status | Meaning |
|---|---|
| Received | We have it and will pick it up soon |
| In progress | We are working on it |
| Waiting for your reply | We need something from you. Reply on the request |
| Solved | We think it is fixed. Reply or reopen it if it is not |
| Closed | Finished. Start a new request if the problem comes back |
Reply
Type in the box under the conversation and click Send reply. Add files with Attach files, or drop or paste them into the box.
Important
Reply on the request page. Replying to one of our emails does not add your message to the request.
Solve, reopen or mute a request
- This is solved marks your request solved.
- Reopen brings a solved request back. Replying to it does the same.
- Stop emails about this request stops our emails about it. You can turn them back on from the same place.
A closed request takes no more replies. It offers Start a new request instead, with the summary filled in.