How do I add more information to my ticket?

Reply to any email about your ticket and keep the ticket number in the subject line. Your reply is added to the same ticket’s email history.

Steps

Open the confirmation email (or any email the team sent about the ticket).
Click Reply and type your extra details.
Leave the subject line as it is. It must still contain “ticket#” followed by your 8-character ticket number.
Send.

The ticket is matched only by the number in the subject. If you start a fresh email or remove the number, it becomes a brand-new ticket.
If the number in the subject doesn’t match an existing ticket, a new ticket is created.
When a team member writes to you, their reply comes from the shared support address, but your reply may go straight to that team member. Either way, keep the ticket number in the subject.
Attachments aren’t saved to the ticket, only the text of your message.
You can’t reply from the ticket status page. Replying by email is the only way.

Last updated October 30, 2026