How do I follow my support ticket and reply by e-mail?

Where your tickets are

Open Support in the workspace menu, or Help and support in your profile menu. Owners and admins see every ticket of the workspace; everyone else sees the tickets they opened. Filter by Open requests, Waiting for you, Solved or Closed, or search by subject or reference.

Waiting for you means our team needs your answer.

Reply by e-mail

Our e-mails about a ticket have its reference in the subject, for example [SUP-000123]. Reply to the e-mail and your reply is added to the ticket.

• Reply from the address the ticket is under, or from the address of another person in your workspace. Replies from other addresses are not added.
• Keep the reference in the subject.
• Images, PDF, text and CSV files up to 10 MB are kept, up to 5 per message. Other files are listed as not kept.
• Automatic replies, such as out-of-office messages, are ignored.

Reply in SEOmise

Open the ticket, write under Reply, attach files if you need to, and press Send reply.

Solved and closed

• When we mark a ticket solved you get an e-mail asking how we did. Rate the help with stars and an optional comment.
• If something is still not right, reply and the ticket opens again.
• A solved ticket closes by itself after a number of days without a reply. The e-mail says how many.
• A closed ticket can be opened again with Reopen, or you can open a new one.

No account?

On the public help centre, Contact support sends us a message without an account. You get an e-mail with a private link to follow the request and reply. Keep it safe: anyone with the link can read the conversation.

Customers of an agency

If you use SEOmise through an agency, your tickets go to the agency first. They answer, or pass the ticket on to SEOmise support.