Updating Existing Tickets

Existing tickets can be updated by email or by logging in to the Services portal.

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Update via Email: Emails from the Services Portal  can be replied to with new attachments and updates. These updates will be included in the  ticket. Please be mindful not to attach .exe files as these will not be processed.

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Update via Services Portal: Click on a ticket you want to update from the list on your Home screen, and the following page will be displayed.

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The Notes & Attachments tab allows you to add new notes to the ticket as well as modify or add new attachments to the ticket.

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Additional Details: This tab provides basic information regarding the ticket.  From this page, you can modify the Contact Details and update the Additional Information fields.  Once finished, click UPDATE.

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Escalate: The Escalate button is accessible from the Update Ticket Notes and Attachments page as well as the Additional Details page. You can use this to escalate a ticket to higher priority.