When our support team responds to your ticket, you can provide additional information or continue the conversation by replying to the ticket through the Snowtech Services Client Area.
Viewing Your Support Tickets
- Log in to the Snowtech Services Client Area.
- Navigate to Support > Support Tickets.
- A list of your support tickets will be displayed.
- Click on the ticket you wish to view.
[Screenshot: Support ticket list]
Replying to a Ticket
- Open the support ticket.
- Review any responses from our support team.
- Enter your reply in the message box at the bottom of the ticket.
- Attach any supporting files or screenshots if required.
- Click Submit Reply.
[Screenshot: Ticket reply form]
Providing Additional Information
To help us resolve your issue as quickly as possible, consider including:
- Any new error messages.
- Screenshots showing the issue.
- Details of any troubleshooting already performed.
- Changes made since the issue first occurred.
- Confirmation that a suggested solution has been tested.
Replying via Email
In most cases, you can also reply directly to ticket notification emails sent by Snowtech Services.
Your reply will automatically be added to the existing ticket, allowing the conversation to continue without logging into the Client Area.
Ticket Statuses
- Open - Your request is being reviewed by our team.
- Answered - A response has been provided and we are awaiting your reply.
- Customer Reply - Additional information has been received from you.
- On Hold - Further investigation is being undertaken.
- Closed - The ticket has been resolved and closed.
Closed Tickets
If a ticket has been closed and you still require assistance, you can either reopen the ticket by replying to it (where supported) or create a new support ticket referencing the original ticket number.
Need Assistance?
If you are unable to reply to a support ticket or believe your response has not been received, please contact our support team for assistance.