Opening a ticket (by tapping its row) opens its drawer with the Description you wrote when creating it and a Conversation section: the two-way thread with your provider’s team, where staff replies show up highlighted (with a colored border) to tell them apart from yours.
- Read the Description and the Conversation thread.
- To reply, write in the “Write a reply…” box and tap Reply.
- When you want to call it done, tap “Close ticket”.
Result: tapping “Close ticket”, the Platform asks you to confirm (“Are you sure you want to close this ticket? You won’t be able to reopen it.”) because, once closed, it can’t be reopened.
Important — Closing a ticket is irreversible
Only confirm it once the case is genuinely resolved for you. If you need to pick it back up later, you’ll have to open a new ticket — a closed one isn’t reopened.