Once a support ticket has been submitted, all follow-up communication should happen within the ticket itself. Replying through the ticket keeps the conversation clear, visible, and properly tracked.
You can reply to a support ticket directly within Tecology Workspace by opening the ticket and using the reply area provided.
Replies sent this way are added to the ticket history and seen by the Tecology team working on your request.
While you may receive email notifications about ticket updates, replying directly by email is not always recommended.
Replying within Tecology Workspace ensures:
You may be asked to continue the conversation in the portal if replies are sent elsewhere.
If you think of something after submitting a ticket, you don’t need to create a new one.
Reply to the existing ticket with:
Keeping everything in one ticket helps avoid confusion or duplication.
When replying to a ticket, try to keep responses clear and focused on the issue being discussed.
If your reply introduces a new or unrelated request, the Tecology team may suggest submitting a separate ticket so it can be handled properly.
Sometimes a ticket may be paused while the Tecology team waits for your response.
If a ticket is waiting on you, replying promptly helps keep things moving.
Continue to monitor your ticket in Tecology Workspace until it is resolved. Once completed, the ticket will remain available for reference if needed later.