Track a support ticket and reply to it
In ClearHost: Support → My Tickets.
Where: Support → My Tickets in ClearHost
You need: no special access; any team member can do this.
#Steps
- 1
Open "Support → My Tickets" from the sidebar. The screen is headed My tickets and lists everything you have raised with ClearHost.
- 2
Four cards across the top count your tickets by state: Open, "In progress", "Waiting on you" and "Resolved". Click one to filter the list to it, and click it again to clear the filter.
- 3
"Waiting on you" is the one to watch. It means support has asked you something and the ticket is parked until you answer.
- 4
Below the cards, the search box matches a subject or a ticket number, and the two dropdowns — "All statuses" and "All categories" — narrow the list further. No tickets yet means you have not raised one at all.
- 5
Click a ticket to open it. Conversation on the left is the thread of messages between you and support, oldest first.
- 6
"Reply to support" underneath is where you write back, with the same attachment box the original ticket had. Send reply posts it. The box disappears once a ticket is resolved or closed, because there is nothing live to reply to.
- 7
The right-hand column holds "Details" — Status, "Urgency", "Category", "Created" and "Assigned agent" — with "Timeline" below it recording every step the ticket has been through.
- 8
If you sort the problem out yourself, click "Close ticket — issue solved" in that right-hand column and confirm with "Yes, close it" rather than leaving it open.
- 9
A ticket support marked resolved that is not actually fixed can be brought back: "Reopen this ticket" appears under the thread, with the date it stops being offered shown beside it.
- 10
"Back to tickets" at the top left returns you to the list.
#Good to know
You only see tickets you raised yourself, so a colleague’s ticket about the same problem will not appear here however senior your role. Once the reopen window passes, a resolved ticket is settled for good and the same problem needs a new ticket. Rating a resolution is offered once support has replied and the ticket is resolved or closed — it is feedback on the handling and does not reopen anything.