To submit a support request in the community

1. Click Submit a request at the top of the page.
2. If the CC option is enabled you can add an email address to copy a user on the ticket.

   To copy multiple users, use a comma to separate each email address.

3. Enter a subject and description of the problem.

   As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request. 

4. If you belong to multiple organizations, select the organization for this support request.
5. Add any attachments.

   The file size limits is 20 MB 

6. Click Submit.

   

You can update an existing support request ticket with a comment by email.

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.

You can update any existing support request that is not closed with a comment.

You can also add CCs to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the community.

To update an existing support request

1. Click your profile icon on the upper-right side of any of the community page, and then click My activities.

   

   By default, the My Activities page displays all requests that you have submitted.
2. Click the link for the request you want to update.
3. Add a comment to update the request.
4. You can add an email address to copy a user on the ticket

   When you add a CC to an existing ticket, you must also add a comment.

5. If you belong to multiple organizations, you can change the organization for the support request.
6. Click Submit.

You can use the forums to track your support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in the forums.

To track your support requests

1. Click your profile icon on the upper-right side of any community page, and then click My activities.

   

   By default, the page displays all requests that you have submitted. An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

   

2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
3. To see details about a request, click the request title.

   If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to mark it as solved.
4. Enter any comment you want in the reply and click Add Reply.

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click All my requests in the sidebar.
3. Click the title of a solved request to open it.
   Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
4. Click the link on the lower side of the request to create a follow-up request.
5. Complete the follow-up request and click Submit.