When we reply to a ticket, you get an email with our response. You have two ways to reply back, and both work equally well:
Option 1: reply directly to the email
Hit Reply in your email client and write your message like any other email. Our system detects the ticket identifier in the subject and automatically appends your reply to the thread. Do not delete the subject or edit the identifier (usually something like [Ticket#123456]).
If you attach files, keep in mind that many email clients have a 25 MB limit. For larger files, use option 2.
Option 2: reply from the client area
- Sign in to www.goservix.com.
- Go to Support > My Tickets.
- Click the ticket you want to reply to.
- Type your reply in the box at the bottom and, if needed, attach files (up to 100 MB).
- Click Submit.
Reopening a closed ticket
Tickets close automatically after a few days of inactivity. If the issue comes back or you need to add something on the same topic, you can reopen it:
- If you still have the email with the final reply, reply to it with the new details. Our system reopens the ticket automatically.
- If you no longer have the email, go to the closed tickets list, click the ticket and use the Reopen option.
Tip: for completely different topics, open a new ticket instead of reopening an old one. It stays better organised and details do not get mixed up.
