Follow replies, resolve and reopen a ticket

Return through My tickets

Open Help → My tickets and select the conversation by its subject. The list shows the topic, message count, status and relevant message time. If you have more entries than the current page, use Load more tickets rather than assuming the first list is the complete archive. Tickets belong to the signed-in account, so check Account if a conversation opened under another email is absent. A market-plan change does not transfer ticket ownership, and the public Developer API key is not the credential used to open these private conversations.

Read the conversation and its timeline

The thread displays customer and OrderMap Support messages with their times, along with status events. Newer activity can coexist with earlier messages that need to be loaded using Load older messages. Status history has its own Load older status updates control, so older transitions are not necessarily contained in the first displayed window. Read the saved message and its context before responding to a status label alone. The timeline records changes but does not turn every status transition into a separate public support explanation.

Understand active statuses

Open means the issue is active. In progress means support is working on it. Waiting on you is the customer's label for waiting_on_customer and asks for additional customer information or action. Escalated means the issue needs further investigation. Escalation does not promise a fix date, priority over every other case or a particular release. Use the latest support message to understand what information is needed. An active support reply normally moves the ticket to Waiting on you, so supplying the requested evidence is more useful than changing the subject or opening a duplicate case.

Send useful follow-up evidence

Reply in the same conversation when you have new observations, a result from a suggested step or corrected evidence. State which suggestion you tried and whether the result changed. Keep instrument, date and session details explicit if the follow-up uses a different market view from the original report. The composer supports formatted text, intentional blank lines and private images. A successful follow-up becomes an immutable message; do not rely on being able to edit it later. Send a concise correction if you discover an error in the saved message.

1. Read the latest support reply and requested next step.
2. Try the relevant step and record its actual result.
3. Reply in the same ticket with the result and any new safe evidence.

Resolve and reopen deliberately

Use Mark resolved when the current issue is finished. Resolved records that completion; Closed is another closed conversation state available to support. If the problem still occurs, use Reopen or send a reply to a resolved or closed ticket. A customer reply automatically reopens those closed states. A follow-up to an escalated ticket preserves escalation rather than silently discarding that investigation state. The saved messages remain useful context after resolution, so reopening the original issue is usually clearer than starting an identical ticket with no history.

Refresh and handle simultaneous updates

Visible support views refresh every 20 seconds when appropriate and on focus, and a manual Refresh action is available. Sending and status changes include the current ticket revision to avoid overwriting concurrent activity. If someone changed the ticket while you were composing, a conflict refreshes the conversation and retains the current draft for review. Read the new message or status before trying again. A slow network can obscure a successful response; check the saved thread instead of repeatedly sending the same message or opening another conversation.

Keep messages, email and limits distinct

The in-app thread is the authoritative conversation. Support replies are separately queued for email from noreply@ordermap.si, while customer follow-up happens in the app. Email acceptance and actual mailbox delivery are separate from message persistence. A ticket supports at most 1,000 messages, with per-account UTC daily bounds of 200 replies and 200 status changes. These are storage and abuse controls, not response-time commitments. If you cannot find a reply email, read the ticket and report the delivery issue there without resending confidential evidence to the noreply address.