Working with Support Tickets

Occasionally you might run into an issue that you can't solve with the help of our online documentation, help videos or built in help search. So you may be wondering where to turn to. Well you can always e-mail us at support@wildapricot.com or call us at +1 (877) 493-6090.

You can also view the list of current open tickets from within your account, review each ticket details, submit responses and new tickets online - use the 'Support' icon in the top right of your screen. 

Note: this list only includes tickets submitted online or by e-mail - it does not include records for your support phone calls, unless one has been manually created by one of our support agents as a follow-up to your call.

Give it a Try!

When you click on this button for the first time it will probably look like this: 

And of course if you have a question or comment to submit just click on the [Submit new ticket] button. 

Viewing Replies

However if you've already submitted a ticket this screen might look a little more like this: 

So what do we have here? First we have some tools that will help you to filter and search for tickets and next we have a list of tickets that includes the date it was submitted as well as the last response, subject and status.

By the way, normally the support icon will look like this:

However if you have a new reply, it will look like this:

Understanding ticket status

• Open - We got the ticket and will get back to you (normally within 1 business day)
• Waiting for client - We've sent the reply and now are waiting to hear back from you. Or waiting for the ticket to close if there is nothing else that needs to be done. 
• Closed - Either we solved your problem or it was closed for another reason

Viewing Ticket Messages

And when you do click one of the tickets you'll see the following screen (which will open in a new window).
From here you can review all the conversation of your ticket as well as:

• Reply to the ticket
• Close the ticket