> ## Documentation Index
> Fetch the complete documentation index at: https://magic-post.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

## 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 |

> [!TIP]
>
> 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.

## 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.

### 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.

## 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**.

> [!NOTE]
>
> Check the ticket page for the answer. MagicPost does not email you when support replies.

## 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.

> [card] [For administrators](https://magic-post.mintlify.site/admin/support-tickets.md)
>
> How the support team sees and answers these tickets.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.