Reply to a Support Ticket

Two ways to reply, one conversation

Reply in the Control Panel, on any plan. Accounts on a paid plan, their team members and free accounts with at least one Opensolr Index can also reply to the email of Opensolr support from their mailbox. Either way, your message is added to the same ticket and Opensolr support gets it by email.

Reply in the Control Panel

1. Open Support › My Tickets and click the ticket.
2. Click Reply and write your message. Plain text, up to 10,000 characters.
3. Click Send. The message appears on top of the conversation at once, and the ticket turns Waiting for Opensolr.

The message is emailed to Opensolr support from the address of your account, in the conversation of the ticket, so the answer comes back to your mailbox and to the ticket.

Good to know

• An account can send up to 20 messages an hour this way.
• A reply by email from any other account, or from another address, comes back undelivered: who can email support.
• A new question is better as a new ticket, so each conversation stays about one thing.