How do I open a support ticket by email?

Send an email to the company’s support address. Every new email (one that isn’t a reply to an existing ticket) becomes a new ticket, and you get a confirmation email with your ticket number.

Steps

1. Write a new email to the support address and describe your issue. A clear subject line helps the team, and it is saved with the ticket.
2. Send it. The support inbox is checked about every 5 minutes.
3. Watch for a confirmation titled “We’ve Received Your Message”. Its subject looks like “ | ticket# abc12345”, and the 8-character code is your ticket number.
4. To add more details later, just reply to that confirmation email.

Good to know

• Keep your ticket number. You need it, together with your email address, to check the ticket’s status online.
• Attachments aren’t added to the ticket. Only the text of your email is saved, so if you need to share a file, ask the team how they’d like to receive it.
• Quoted earlier messages and common signature lines are trimmed from your email, so only your new message is saved on the ticket.
• People who work for the company, writing from the same email domain as the support address, don’t get the confirmation email.