Follow, answer, close or reopen a request

Each request has a number and its own page: our answer, yours, the files exchanged. One request can gather several conversations: a message sent from the website's form, your answers from this area, ours. Here is how to follow it until it is solved.

Find a request

The Support page lists your requests in a table: No., Subject (with the service concerned), Department, State and Last activity. The menu's badge counts those waiting for your answer.

• Type a word of the subject or the number in Search a request or its number (for example 1042 or #1042).
• The All, Open requests, Waiting for you and Closed filters each show their count.

The states of a request

• Open request: received, waiting to be handled;
• Answered: your turn: our team answered you;
• Waiting for support: you answered, the ball is in our court;
• Closed: the request is over.

When will you get an answer?

While our team hasn't answered yet, the request's page may read « Your request is with our team. A first answer usually comes within about 2 hours. ». The same delay shows in the New request form, for the department you pick.

This delay is measured, not promised: it's how long the first answer took for half of the requests of the last 90 days in that department. A high-priority or simple request may be handled faster, one received at night or over the weekend later. It only shows if this information is turned on for your client area and the department got enough requests for the figure to mean something.

Read the conversation

Messages appear from the oldest to the newest. Each one says who wrote it (You, Support…), when, and where it came from: From the client area, From the website, By e-mail, or From the console for our answers. Our team's messages have a coloured line on their left.

Attached files show under each message: images and videos right in the page, PDFs with Open, logs and text files with Show the content. Download saves any file.

Answer

1. Write in Your answer… and attach files if needed.
2. Click Reply (or Ctrl+Enter).

As for a new request, your text is kept on this device until it is sent. Our answers also reach you by e-mail, with the request's number in the subject (for example "[#1042]") and the link to its page.

You can also reply directly to our e-mails from your mail software: your answer and its attachments join the request, without the quoted part of our message, and show here marked By e-mail. Just keep the number in brackets in the subject. A colleague of your company can answer the same way. To protect you from e-mails sent in your name by someone else, an answer only joins the request when your mail provider authenticates it (most business mail does). Otherwise it reaches our team apart, who checks it and links it.

Close or reopen

Your problem is solved? Click Close the request and confirm. If it comes back, two ways: the Reopen button, or simply answering, which reopens the request on its own ("This request is closed: answering it opens it again").

Good to know

• You can send at most 20 messages an hour (new requests, answers and closings included). Beyond that, wait a little.
• For a new problem, open a new request rather than reopening an old one: it is clearer for everyone.
• If you write to us twice about the same subject (for example through the website's form, then by e-mail), our team can gather both requests into one: every conversation is then in the same request, and the old number takes you there on its own.
• Requests sent from your address before you had a client area (by e-mail or through the website's form) also appear in the list, once our team has attached them to your company. They keep their number and their history.