How do I find and reply to a support ticket?

Open Support in your account, find the ticket and open it to read the conversation or add a reply. Choose All if the current filter hides it. For the same unresolved issue, reply to the existing ticket instead of opening a duplicate.

Find the conversation

1. Check the selected client account, then open Support.
2. Use search to find the subject or ticket number. Choose All if a filter hides answered or closed tickets.
3. Open the matching ticket and read the latest reply before sending another message.

Add a reply

Describe what you tried after the team's last reply and what happened. Include a fresh error screenshot if it helps, without passwords or private codes.
In the Reply section, enter your Message, add any attachments and review them, then choose Send reply. Sending a reply to a closed ticket reopens it. Your account permissions determine whether you can reply.
If you cannot reply to the existing ticket, return to Support and choose New Ticket. Complete Department, Priority, Subject and Message, review any attachments, then choose Open ticket. Include the previous ticket number so our team can connect the history. If your account does not let you open a ticket, contact us through the Contact page.

If submission is uncertain

Check the ticket list and conversation before trying again. A slow response does not prove the message was not received.
If Vassist could not confirm your ticket submission, choose Check your ticket list to look for it in Support, or Check submission status to check the same request. Do not prepare and send the request again while its result is uncertain. A chat reply or prepared draft alone does not send a ticket: in the ticket review, choose Submit ticket to send it to our team.