Account Guide

Support tickets

Open a request, track its status, reply to support, and manage support alerts.

Open Support Tickets

Sign in to CommunityDX, open Account, and select Support. You can also select Support from the site's Resources menu.

The Support Tickets page shows each request's ticket number, subject, status, category, and most recent update. Select a ticket row to open its conversation.

Response-time SLA

Our response-time SLA is 1–2 business days, depending on the ticket's priority and impact level. This is the time for an initial response, not necessarily the time required to resolve the ticket.

Open a new ticket

  1. Select Open a new ticket.
  2. Enter a short, specific Subject.
  3. Choose Billing, Account, Product, or General.
  4. Under Describe the issue, explain what you were trying to do, what happened, and any error messages you saw.
  5. Select Submit ticket.
The new-ticket form with subject, category, and issue details.

The form saves an unfinished draft for the current browser tab session. After submission, a confirmation appears and the ticket is added to your list when the support system finishes processing it.

Include the affected feature, the steps that produced the issue, and the impact on your work. This helps the support team assess priority and respond within the appropriate SLA window.

Track and find tickets

Tickets are ordered by their most recent update.

  • Use Search tickets to search by subject, ticket number, or category.
  • Use All categories to show only Billing, Account, Product, or General tickets.
  • Clear the search and category filter if the page says that no tickets match your filters.

The ticket list refreshes periodically. A newly submitted ticket or reply may take a short time to appear.

Read ticket status

  • We'll get back to you — your request or latest reply is with the CommunityDX support team.
  • Awaiting your reply — the support team needs more information from you.
  • Resolved — the issue has been marked resolved.
  • Closed — the conversation is closed.

Resolved and closed tickets remain available in your ticket history, but you cannot reply to or reopen them. Open a new ticket if you need more help.

Read and reply to a conversation

  1. Select a ticket row to expand it.
  2. Review the conversation. Messages are labeled You or CDX Support Team.
  3. Enter your response under Your reply.
  4. Select Send reply.
An expanded ticket conversation and reply field.

Your reply appears in the conversation after it is sent. An unfinished reply is saved for the current browser tab session.

Use Alerts with Support Tickets

When the support team replies, the notification bell can show a CDX Support Reply alert.

  1. Select the notification bell in the site header.
  2. Select CDX Support Reply.
  3. CommunityDX opens Support Tickets and expands the related conversation.

Opening the related ticket marks that support-reply alert as read. You can also dismiss an individual alert with its X or select Clear all in the notification panel.

Change Support reply notifications

  1. Open Account → Notifications.
  2. Turn Support replies on or off.
  3. Select Save changes.

Turning Support replies off marks existing unread support-reply alerts as read. Your ticket history and support-team replies remain available under Account → Support.

See the Notification preferences guide for all available topics, delivery channels, and Alerts behavior.

Help us assess priority and impact

To help the team respond within the 1–2 business day SLA window, explain:

  • how many users or workflows are affected;
  • whether work is blocked or a workaround is available;
  • when the problem started; and
  • any relevant ticket numbers, addresses, report names, or error messages.

Troubleshooting

My new ticket is not in the list

Wait a short time for the ticket list to refresh. If it still does not appear, refresh the page before submitting the same request again.

My latest reply is not visible

Wait for the conversation to refresh. If the reply does not appear, reopen the ticket or refresh the page. A Reply sent confirmation means the reply was accepted.

I cannot reply to a ticket

Resolved and closed tickets do not accept replies. Open a new ticket and include the previous ticket number for context.

My ticket list will not load

Refresh the page and confirm that you are still signed in. If the problem continues, use the site's Contact page to reach the CommunityDX team.

I received an alert but do not see a new message

Select the alert again to open the linked ticket, then wait for the conversation to refresh. Support ticket messages load only while that ticket is expanded.

Current limits

  • Ticket lists and conversations refresh periodically rather than updating in real time.
  • Reopening resolved or closed tickets is not currently available.
  • Ticket attachments are not currently supported.
  • Tickets are tied to the account that submitted them rather than shared across an organization.
  • Turning off Support replies clears existing unread support alerts; suppression of newly created in-app support alerts is not yet fully enforced.