Replying to a support ticket in the client area - Glow
Knowledge Base

Replying to a support ticket in the client area

Step 1

Login to your Glow account.

Step 2

Once logged in, click on Clients from the main left hand menu.

Step 3

The Clients screen will load the Live clients tab from the inner menu automatically. Click on the name of the client who is awaiting your support ticket reply.

glow manage multiple wordpress sites, live clients screen

Step 4

You will now be shown the client area. The client’s name that you clicked in Step 3 above will be shown as the main heading at the top and the inner menu will load on the WordPress tab by default.

glow manage multiple wordpress sites, client area

Step 5

Click on the Tickets tab from the inner menu. It will open on the All tickets tab by default.

Find the ticket that you want to reply to and click into it.

glow manage multiple wordpress sites, all client support tickets

Step 6

You will now see the ticket thread, showing all communication going back to when the ticket was first raised.

The most recent response will be at the top of the screen.

To reply to the ticket, click on the Add reply button in the top right corner of the screen.

Step 7

Having clicked the Add reply button, you will now see a text box on screen, where you can type your response.

Step 8

Once you’ve typed your response, click on the Add reply button to the bottom right of the text box.

Step 9

You will now see that your reply has been registered into the ticket thread. Your client will have received an email, notifying them that you have replied to their ticket.

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