Login to your Glow account.
Once logged in, click on Clients from the main left hand menu.
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.
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.
Click on the Tickets tab from the inner menu. It will open on the Open tab by default.
Find the ticket that you want to reply to and click into it.
You will now see the ticket correspondence, 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 link.
Having clicked the Add reply link, you will now see a text box on screen, where you can type your response.
Once you’ve typed your response, and indicated how much time needs adding to the ticket, click on the Submit reply button.
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.