My tickets
My tickets is where you follow the support tickets for your account. You can see where each one stands and whose turn it is, read support's replies, and reply without leaving Routy.
Open it from the account menu (your avatar, top right): My tickets.
What you'll find here
The list opens on your open tickets, newest first. Choose All tickets in Open or closed to see solved and closed ones too. Every ticket for your account is here:
- tickets you opened from Routy (from Submit a Ticket, an account, a link, an alert or the assistant);
- tickets you emailed to support;
- older tickets from before this page existed.
A ticket you emailed appears once support has matched it to your account. Until then it isn't in the list. If you're looking for one that hasn't appeared, reply to support's email or open a new ticket from Routy.
Reading the list
States
Use Open or closed and Status to narrow the list. Refresh reloads it. If nothing matches, Show all tickets brings back every ticket.
Opening a ticket
Click any row to open the ticket beside the list. Open as page opens it full width, and cmd- or ctrl-click on a ticket opens it in a new tab. A ticket shows:
- the ticket number and state, with a copy button for the number;
- About: a link back to the account, link or alert the ticket was opened from, when it was opened from Routy;
- Details: what was captured when the ticket was opened (program, brand, account, period…);
- Conversation: every public message, oldest first. Support's messages carry a Support badge. Files attached to a message are listed by name.
A ticket you opened a few seconds ago may say Support is picking this ticket up for a moment. The conversation appears on its own shortly after.
Replying
- Type your reply in the Reply box at the bottom of the conversation.
- Optionally attach files: up to 20 MB each and 50 MB in total.
- Press Send reply.
Your reply appears straight away, marked Sending… until support's systems confirm it. The ticket goes back to support's court.
If the ticket has been closed, there is no reply box. Press Open a new ticket instead: the new ticket starts with the same subject and is linked to the same account, link or alert.
When support replies
You get a notification naming the ticket. Click View ticket to open it. You can choose how you're notified in Settings → Notifications. Email for support replies is off unless you turn it on.
"Support is on it"
When a ticket about something is open, a Support is on it chip appears next to it:
- on the account page header;
- on each link in an account's links;
- on an alert.
Click the chip to go to the ticket. If support is waiting for your reply, the chip says Support is waiting on you.
Asking about something specific
To open a ticket about one link, use Contact support about this link in the link's menu. The ticket is linked to that link. If you open Submit a Ticket while you're on an account page, the ticket is linked to that account.
If there's already an open ticket about the same account, link or alert, the form shows it at the top so you can follow that ticket instead of opening a second one. You can still open a new ticket if your question is different.
Troubleshooting
"This ticket isn't available." The ticket no longer belongs to the account you're signed in to. Support may have moved it to another of your accounts. Switch account and look there, or ask support.
The page says something went wrong. Support's systems couldn't be reached for a moment. Press Try again.
I replied but support didn't answer. Check the state. Waiting on you means support is still waiting for something from you, so read their last message again.
When to escalate to engineering
- A ticket you can see in support's email thread never appears in My tickets, even after support has matched it to your account.
- Replies sent from Routy never reach support (they stay Sending… after a refresh, minutes later).
- A notification about a reply opens the wrong ticket or none.