Reply to a ticket and check its status
Open Support, then Tickets, select the ticket and use Add Reply to answer us. Tickets waiting on your answer close automatically after 3 days, so reply when we ask a question, even if it's only to say you need more time.
Applies to: Oogle client portal
On this page
Your tickets are under Support → Tickets in the client portal. Open one to read our latest reply, then use Add Reply to answer. If we've asked you a question, reply within 3 days: a ticket waiting on you closes automatically after that.
Find your tickets
- Sign in at https://my.oogle.net/client/login/.
- Select Support in the menu on the left. It opens Tickets.
- Look on the Open tab for tickets that are still in progress, or the Closed tab for finished ones.
Each row shows the Ticket Number, Priority, Department, Summary, Last Reply and Status. Last Reply tells you when the conversation last moved, and Status tells you where it stands.
The direct address is https://my.oogle.net/client/plugin/support_manager/client_tickets/, which is worth bookmarking.
Reply to a ticket
- On Tickets, select Reply next to the ticket, or select the ticket's summary. The ticket page's heading is its summary, and the breadcrumb above it ends with its number (for example, Home > Support > Tickets > #1234).
- Read the conversation so far.
- Under Add Reply, write your answer. Keep it to this one issue; a new problem is better as a new ticket.
- Select Reply.
Reply in the portal rather than starting a new ticket for the same issue. It keeps the history together, and the person working on it sees everything at once.
Close a ticket you no longer need
If the problem has gone away or you've found the answer, select Close on the ticket, or Close next to it on the Tickets list. A one-line reply saying what fixed it is welcome first, but not required.
You'll know it worked when
Your reply appears at the bottom of the conversation, and the ticket's Last Reply updates. When we answer, you'll get an email from Support, sent from an address ending in @my.oogle.net. You can also find copies of these emails under Email History.
When a ticket closes on its own
A ticket that's waiting on your answer closes automatically after 3 days with no reply. That stops old questions from piling up; it doesn't mean we've dropped the issue.
- If you need more time to get us something, reply to say so. That's enough.
- If the ticket has already closed, open a new ticket and mention the old ticket number in Details, for example "Following up on #1234".
If something goes wrong
- You can't find a ticket. Check the Closed tab. If it's not there either, it may have been opened by another contact on your account, or under a different login.
- No email arrived about our reply. Look in your spam or junk folder for a message from Support. Then check Email History in the portal. The ticket itself always shows the latest reply.
- Someone else on your team needs to follow the ticket. Add them with Add Recipients when you open the next ticket, or ask us in a reply.
Adding a screenshot to a reply
A screenshot often answers our question faster than a description. See Send screenshots and files with a ticket.
Next steps
- What to include in a ticket, and what never to send
- Find emails we've sent you
Frequently asked questions
Why was my ticket closed?
When we're waiting on an answer from you, a ticket closes automatically after 3 days without a reply. You can open a new ticket and mention the old ticket number.
Can I reopen a closed ticket?
Open a new ticket instead and mention the old ticket number in Details. We'll pick up the history from there.
How do I know you've replied?
We send an email from Support at an address ending in @my.oogle.net. The ticket's Last Reply column also shows when the latest reply was added.