Keep updates about the same issue in one ticket so the support team can follow the complete history.
Reply by email
Reply to the latest ticket email and keep its ticket reference in the subject. Send your update from the address associated with the ticket when possible. Starting a new email without the reference may create a separate ticket.
Reply through the client portal
Sign in to your AvrinTech client account, open Support Requests, and select the relevant ticket. Read the latest response before adding your update.
Useful updates
- Tell us whether the suggested steps helped.
- Include any new error, the affected device or service, and when it happened.
- Let us know when the issue is resolved.
For a different issue, open a separate ticket. Do not include passwords or verification codes, and remove private information from screenshots.
