How the live conversation works, what the statuses mean, and how notifications reach you.
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Send a reply
Type in the box at the bottom and press Enter. Use Shift+Enter for a new line without sending. New messages from the support team appear on their own within a few seconds — you do not need to refresh.
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Read the status
Open means nobody has replied yet. In progress means someone is on it. Waiting on user means the team asked you something and is waiting for your answer. Resolved means they believe it is fixed.
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Get notified
When support replies, a notification appears in the bell menu in the top bar. Clicking it takes you straight back to the conversation.
Worth knowing
- Closed requests cannot be replied to. Raise a new request and mention the old reference.