Reply to and track a support ticket

Opening a ticket is only half of the conversation. Support may ask a question, suggest a fix to try, or tell you the problem is solved. This guide shows where to find your tickets, what each status means, how to reply with useful detail, and when to close a ticket.

Before you start

• You are signed in to the Dashboard.
• You have at least one ticket. If not, start with Open a support ticket at MdmHost.

Find your tickets

1. Open the Support section from the Dashboard menu. The overview page also shows how many Open tickets you have.
2. The list shows each ticket with its subject and status. Use the filter to show only open, answered or closed tickets.
3. Click a ticket to open the full conversation, with every message in order and any attachments.

You also receive an email when support replies, sent to the address on your account. The Dashboard is the full record, so check it if an email does not arrive.

What each status means

• Open: the ticket is waiting for support to respond.
• Answered: support has replied and is usually waiting for you. Read the reply and respond.
• Closed: the conversation is finished. You can still read it, and replying reopens it.

Reply to a ticket

1. Open the ticket.
2. Read the latest reply all the way through before acting. It may contain several steps.
3. In Your reply, write what you did and what happened. Copy exact error messages.
4. Attach screenshots or log files if they help.
5. Click Send reply.

Good replies are short and specific:

Thanks. I restarted the server from the control panel
at 14:10 as suggested. It now shows as running, but
Remote Desktop to 203.0.113.10:3389 still fails with
"Remote Desktop can't connect to the remote computer".
Test-NetConnection to port 3389 returns False.

Add details you forgot

If you remember something useful after opening the ticket, reply with it straight away rather than waiting. Examples:

• "I changed the firewall just before this started."
• "It also happens from my phone's mobile data."
• "This is the exact error from the log."

Keep everything about the same problem in the same ticket. Opening a new ticket splits the history and can slow things down.

Close a ticket when it is solved

When the issue is fixed, reply to say so, for example "That fixed it, thanks. You can close this." Support then closes the ticket, or it closes once no further replies are needed.

If the same problem comes back later, reply to the closed ticket. Replying reopens it, and the support engineer can see everything that was already tried. For a different problem, open a new ticket.

Check it works

• After you send a reply, it appears at the bottom of the conversation.
• The ticket status changes back to waiting for support.
• When support answers, the status shows Answered and you get an email.

Troubleshooting

• You do not get reply emails: check spam folders and the email address on your profile. Add the MdmHost sender to your safe senders list.
• You cannot find an older ticket: change the filter to show closed tickets as well.
• An attachment in a ticket will not open: try again in a moment, or ask in the ticket for the content to be pasted as text.
• The issue is urgent and you have not had a reply: reply in the same ticket with any new information rather than opening a duplicate. Duplicate tickets split the conversation.

Next steps

• Get answers faster next time: How to write a support ticket that gets solved fast.
• Try the quick checks yourself first: Server not responding? First checks before contacting support.
• Ask a quick question at any time with MdmHost AI.