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Help and tickets

Follow and reply to your ticket

Read the answers on your ticket and keep the conversation going in the same thread.

Before you start

  • You have at least one ticket in the Support list.
  • You are signed in with the account that opened it.

Steps

  1. 1
    Open your account menu and choose Support & Tickets. Your tickets are listed newest activity first.
  2. 2
    Each row shows the subject, the beginning of your message, the status, the priority, the ticket number and how many replies there are.
  3. 3
    Click the ticket you want to read.
  4. 4
    Read the thread from the top: your first message, then every reply underneath in order.
  5. 5
    Replies from the DCAST team are marked as support replies, so you always know who wrote what.
  6. 6
    Type your answer in the reply box at the bottom and send it.
  7. 7
    Leave the page open if you are waiting — new replies arrive without a reload, and a short message tells you when one lands.

Expected result

Your reply appears at the end of the thread and the ticket moves back to the top of your list.

Common problems

There is no reply box on my ticket.

The box is hidden once a ticket is resolved or closed. Open a new ticket and mention the old number.

I cannot find a ticket I remember writing.

The status filter may be narrowing the list. Click All, or type a word from the subject in the search box.

I got a message about a reply but the thread looks unchanged.

Reload the ticket page. If the reply is still not there, check that you are signed in with the account that opened the ticket.

Follow and reply to your ticket | DCAST Docs