My Support Tickets

Link: https://support.brilliantdirectories.com/support/solutions/articles/12000107674

The My Support Tickets section keeps every support conversation organized in one place, making it easy to review past requests, track what changed, and see the latest status at a glance. Each ticket captures the subject, recent activity, and current state, so ongoing issues stay clear, searchable, and tied to the right website or account.


The My Support Tickets page in the admin, with the Support Hours notice, the status and keyword filters, the New Ticket button and the two newest tickets.


Support Hours

Support is available Monday–Friday, 8am–6pm (New York Time). On weekends, support is limited, so response times may be a bit longer depending on volume and complexity.


+ New Ticket

Use this button to create and submit a new ticket for help with any website question or issue. For step-by-step instructions, see: How to Submit a Support Ticket


Support Ticket Filters

Support Ticket Filters make it easy to narrow the ticket list by status or keyword, so the right conversation can be found faster.


The ticket filters numbered 1 and 2: the Status menu set to All Statuses and the keyword box with 62727 typed, narrowing the list to 2 of 68 tickets.


1. Status

Narrows the ticket list to one status: Open, In Progress, Responded, Resolved or Closed. All Statuses shows every ticket.


2. Keyword

The Filter by keyword... box narrows the ticket list as text is typed, showing tickets whose subject, ticket number, website or date contains any of the words entered. The count under the My Support Tickets heading shows how many tickets match.


Tickets List

The main module that displays tickets in a structured list for quick scanning and sorting.


Two ticket rows with the Last Activity, Subject, Status and Actions columns numbered 1 to 4.


1. Last Activity

Shows the most recent activity timestamp for each ticket (useful for tracking recency and updates).


2. Subject

Displays the ticket subject as the main identifier for the request. Clicking the subject opens the ticket.

The ticket number and the related website are shown beneath the subject.


3. Status

Indicates the current ticket state, shown as a labeled pill such as Open, Responded or Closed.


4. Actions

The View button opens the ticket thread.


View Tickets

Opening a ticket shows its full conversation, from the original request down to the most recent reply, with the reply box at the bottom.


An opened support ticket showing the original message, a support reply and the reply box, with Back to Tickets and Mark as Resolved numbered 1 and 2.


1. Back to Tickets

Returns to the ticket list.


2. Mark as Resolved

Closes the ticket when the issue is taken care of. A confirmation asks Are you sure you want to close this ticket?, and confirming it sets the ticket to Closed and returns to the ticket list. The same button also appears beside Send Message in the reply box. Neither button is shown once a ticket is Resolved or Closed.


Original Ticket

This is the original ticket that started the thread. 


The top of a ticket thread with the title, website, ticket number, date, status, Original label, message and attached file numbered 1 to 8.


1. Ticket Title

Displays the ticket subject at the top of the thread.


2. Website ID

Shows which website the ticket is associated with.


3. Ticket Number

Displays the unique ticket reference number for tracking.


4. Ticket Date & Time

Shows when the ticket was created.


5. Ticket Status

Shows the current ticket status (for example, Responded).


6. Original Message Label

Marks the first message that created the ticket.


7. Message

The text of the original request. Replies follow below it in the order they were sent.


8. Attached File

Displays any files included with a message, along with the file name and size.


Ticket Replies


A support reply marked Most Recent, with the message details and the Was this helpful? Yes, Kind of and No buttons numbered 1 to 3.


1. Most Recent Label

Highlights the latest reply in the thread.


2. Message Details

Each message shows the sender, timestamp, and the message content.


3. Helpfulness Rating

Each support response asks Was this helpful? with Yes, Kind of and No buttons. Choosing one opens a Leave Feedback window for an optional comment. Feedback is a rating of the support experience, not a reply, and does not reopen the ticket.


Replying to a Ticket


The Write a Reply box with the editor toolbar, message box, attachment upload area, support hours notice, Send Message and Mark as Resolved numbered 1 to 7.


1. Write a Reply

The reply box at the bottom of the thread, for adding a new message to the ticket.


2. Reply Editor Toolbar

Undo and redo, plus basic formatting controls for the reply message: bold, italic, underline, strikethrough, indent, clear formatting and a table tool.


3. Reply Message Box

Text area for entering the reply content. A word and character count shows beneath it.


4. Reply Attachments

Upload area for adding files to the reply (max 20MB). Images, PDFs, office documents, text files, archives, and video or audio files can be attached. For security reasons, executable and script file types (such as .php, .exe, .html, .svg and .js) cannot be attached: when one is selected, it is left off the reply and a red message below the upload area names the file that was not attached. For more detail, see How to Submit a Support Ticket.


5. Support Hours

A reminder of the support hours (Monday–Friday, 8am–6pm New York Time, limited on weekends), so it is clear when a reply can be expected.


6. Send Message

Submits the reply and any attachments to the ticket thread.


7. Mark as Resolved

Closes the ticket after a confirmation, the same as the Mark as Resolved button at the top of the thread.