Login to your Glow account.
Once logged in, click on Support Tickets from the main left hand menu.
The Support Tickets screen will load the All tickets tab from the inner menu automatically.
Find the ticket that you want to reply to and click into it.
You will now see the ticket correspondence screen, showing all communication going back to when the ticket was first raised.
You will see the the Ticket ID, subject, priority status and client name across the top of the screen, following by the information bar.
Below this will be the most recent response to the support ticket.
To reply to the ticket, click on the Add reply button in the top right corner of the screen.
Having clicked the Add reply button, you will now see a textbox on screen, where you can type your response.
Once you’ve typed your response, 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.