📌 How to Respond to a Ticket

🛠 Steps to Respond to a Ticket:

1️⃣ Log In to the Support Portal
Log in to your HiTide Support Portal by clicking “Login” at the top of the page.

2️⃣ Navigate to “My Tickets”
Click on “My Tickets” from the main menu to see the list of your open and in-progress tickets.

3️⃣ Select the Ticket to Respond To
Click on the subject of the ticket you’d like to respond to.

4️⃣ Add Your Reply
In the reply box, type your message. Be clear and concise, and include any additional details or clarifications that could help the support team.

5️⃣ Attach Files (Optional)
If you need to provide screenshots, logs, or other documents, click the “Attach Files” button to upload your files.

6️⃣ Submit Your Reply
Once you’ve written your response and attached any necessary files, click “Submit Reply” to send it to the support team.

❓ FAQs & Troubleshooting

🔹 I need to add more information to my ticket. Can I do that after submitting it?
✔️ Yes! Simply respond to the ticket with the additional information.

🔹 Can I reply to my ticket via email?
✔️ Yes, you can reply directly to the email notifications you receive for the ticket, and the response will be added to your ticket automatically.

🔹 How do I know if my reply was submitted successfully?
✔️ You’ll see your reply appear in the ticket thread, and you’ll receive a confirmation email.

📞 Need More Help?

If you need assistance with responding to a ticket, our team is ready to help. Contact us via ticket or live chat! 😊