View or Update your VanillaSoft Support Ticket

Managing your support tickets efficiently is essential for resolving any issues you may encounter while using VanillaSoft. Here’s a straightforward guide on how to check the status of your tickets or add updates to them:

Accessing Your Tickets

1. Log In to the Knowledge Base: If you're not already logged in, click 'Sign In' at the top-right corner of the page. Use the same username and password that you use to log into your VanillaSoft account.

2. Navigate to Your Tickets: You can access your tickets by one of three ways:
   • Clicking "My Tickets" from the VanillaSoft knowledge base homepage
   • Go directly to the VanillaSoft Ticket Requests page
   • Click your username in the top-right corner and select 'My Activities'

Viewing and Updating Tickets

3. Select a Ticket to View or Update: Click on the subject of the ticket you wish to view or update. This will open the detailed view of the ticket.

4. Add Updates to an Open Ticket: If your ticket is still open, you can add more information to help resolve the issue. Enter your update in the "Add to conversation" field. You can also attach any relevant files if necessary.
   • Click 'Submit' to send your update.

5. Follow Up on a Closed Ticket: If the ticket is closed and you need further assistance, you can initiate a follow-up by clicking the link to create a follow-up, located at the bottom of the ticket page.

Additional Tips

• Be Detailed: When updating a ticket, provide as much detailed information as possible to assist the support team in resolving the issue efficiently.
• Check Regularly: Keep an eye on your email and VanillaSoft’s ticket system for updates or responses from the support team.

By following these steps, you can effectively manage your support tickets, ensuring that your queries and issues are addressed promptly by VanillaSoft’s support team.