Support tickets

Open a support ticket, follow the conversation with the support team and reopen it when you need more help.

Support tickets are the way to reach the people who run your MagicPost site. Each ticket is a conversation you can follow from the Support page.

Open it from Help → Support in the sidebar.

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Open a ticket

1. Start a new ticket

   On the Help & Support page, click New Ticket. If you have no tickets yet, click Create a Ticket instead.

2. Describe the problem

   In Open a New Ticket, fill in the Subject, Category, Priority and Message.

3. Attach a screenshot (optional)

   Use Attach File to add a JPG, JPEG or PNG image up to 5 MB.

4. Submit

   Click Submit Ticket. MagicPost opens the new ticket and shows Your ticket has been submitted.

Field	Rules
Subject	Required, 3 to 200 characters
Category	Technical, Billing, Account, General or Feature Request. The default is General.
Priority	Low, Medium, High or Urgent. The default is Medium.
Message	Required, at least 5 characters
Attach File	Optional, one JPG, JPEG or PNG image, up to 5 MB

Say what you were doing, what you expected and what happened instead. For a failed post, include the post and channel involved.

Every ticket gets a reference such as TKT-9F3KQ2M1 (TKT- followed by eight letters and numbers). Quote it when you talk to your administrator.

The form also has an address of its own, /app/user/support/create, which you can bookmark.

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Follow your tickets

The Support page lists your tickets, newest first, 10 to a page. Each row shows the subject, priority, reference, category, date, the number of messages and the status.

• The tiles at the top count All Tickets, Open, In Progress and Resolved. Resolved includes closed tickets.
• The tabs All, Open, In Progress, Resolved and Closed filter the list.
• Search tickets… matches the subject or the reference.

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Ticket statuses

Status	Meaning
Open	Your ticket is waiting for a reply from support.
In Progress	Support is working on it.
Resolved	Support considers the problem solved.
Closed	The conversation is finished and read-only.

Support staff set the status. You cannot close a ticket yourself.

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Reply to a ticket

1. Open the ticket

   Click the ticket in the list. Messages show in order, with your messages marked You and support’s marked Support Team.

2. Write your reply

   Under Add a Reply, type your message. Attach a JPG, JPEG or PNG image up to 5 MB if it helps.

3. Send

   Click Send Reply.

Attached images open from a View Attached Image link in the message.

Replying to a Resolved ticket reopens it as Open.

Check the ticket page for the answer. MagicPost does not email you when support replies.

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Tickets that are closed

A closed ticket is read-only. The reply form is replaced with a message that says This ticket is closed. Open a new ticket if you still need help. Click New Ticket to start a fresh one.

For administrators

How the support team sees and answers these tickets.