Follow a support request

Open Support for the Team and select a ticket. The detail page keeps the subject, participants, affected Apps, replies, attachments, and current status together.

Use one ticket as the timeline for one problem. Add new evidence and impact changes to that ticket instead of opening duplicates. Opening a new request is covered in Get support.

Understand ticket status

• Open means the request is active.
• Reopened means a Team member returned a closed or resolved request to the active workflow.
• Resolved means support has supplied a resolution or believes the required work is complete. Verify the customer-visible result before closing it.
• Closed means the Team considers the conversation complete.
• Duplicate is managed by support when another ticket owns the work.

Archive is separate from status. It controls whether a finished ticket appears in the Team’s active or archived list.

Review the conversation

The Replies section contains customer-visible messages in chronological order. Internal staff notes aren’t shown.

Select Load more when older replies are available. Each reply identifies the participant and time. Attachments show their filename and size and download from the ticket.

Update affected Apps

Use Edit Apps to add or remove the Apps associated with the request, then select Save Apps. Linking the correct Apps helps support identify the affected workload without copying private configuration into the message.

Reply or attach files

Enter text in Reply, select one or more files if needed, and submit. A reply can contain text, attachments, or both.

Each reply can include up to 20 files, and each attached file must be 25 MiB or smaller. Attachment uploads are limited to 30 requests per hour for each user. If you reach the limit, wait before uploading more evidence or ask another Team member to add the files.

Downloaded attachments are served through the authenticated ticket page; share the ticket link rather than trying to reuse an attachment storage URL.

Include new information that changes diagnosis or recovery:

• a change in customer impact or affected scope;
• a deploy, restore, investigation, invoice, or error identifier;
• the exact time a symptom, workaround, or recovery occurred;
• a safe reproduction step;
• the result of a requested verification;
• any containment action you applied or reversed.

Don’t attach passwords, private keys, API tokens, raw secret values, or unredacted customer records. Redact credentials and customer data from screenshots, logs, configuration, database extracts, and command output.

You can also reply to a ticket notification from your account email address. Don’t remove the bracketed [team-slug:Ticket #identifier] text at the start of the notification subject. The sending account must belong to the Team named by the prefix so synsmarts can keep the email in the existing Team ticket thread.

Close or reopen the ticket

Available actions depend on the current status:

• an open or reopened ticket can be closed;
• a resolved ticket can be closed or reopened;
• a closed ticket can be reopened;
• duplicate status is managed by support staff.

The Team shares the support relationship, so any active Team member can reply or use the available lifecycle action.

Before closing a resolved incident:

1. Repeat the original failing customer journey.
2. Confirm any deploy, restore, or configuration operation reached its expected terminal state.
3. Verify maintenance mode and temporary workarounds are in their intended final state.
4. Reply with the verification result.
5. Select Close ticket.

Reopen the same ticket if the problem recurs or the proposed resolution doesn’t fix the original impact.

Archive the ticket

Archive is separate from ticket status. Close the ticket first, then select Archive to remove it from the active list. Use the Archived tab on the Support page to find it later and select Unarchive.

Reopening a ticket returns it to the active list. If a status or archive change is rejected, refresh the ticket before retrying; another participant may have changed it.

Archive is shared Team state, not a personal inbox preference. Archiving or unarchiving changes where every Team member finds that ticket.