Help and support tickets

If you need help, raise a ticket with Threadkite’s support team from Help & support in the menu. Everyone in your team can raise tickets and reply to them, Basic seats included. Tickets belong to your business, so everyone can see and follow them up.

Raise a ticket

1. Click Help & support, then New ticket.
2. Write a short Subject.
3. Under Message, say what happened, what you expected, and anything you’ve tried. If it’s about a contact or thread, say which.
4. Add Attachments if they help, such as a screenshot. You can add up to 5 files, each up to 10 MB.
5. Click Send ticket.

The support team replies in the ticket, and by email to you.

Your tickets

Help & support lists your business’s tickets under Open and Closed. Use Search your tickets to find one by subject or ticket number.

Each open ticket shows where it is:

• Open: with our support team.
• Waiting on you: we’ve replied and need something from you.
• Closed: sorted.

Reply to a ticket

1. Open the ticket. Messages are shown newest first.
2. Write in Add your reply, and attach files if you need to.
3. Click Send reply.

Close a ticket

Owners and admins can close a ticket once it’s sorted:

1. Open the ticket and click Close ticket.
2. Confirm with Close ticket, or choose Keep it open.

Reopen a closed ticket

If the problem comes back, open the closed ticket and Reply to reopen this ticket.