Follow support tickets and shared tasks

Quick summary: Use the existing ticket or task to keep the request, updates, and attachments together.

Follow a request

Sign in to your portal and open the available ticket or project/task section.
Find the request by reference or subject. Open it and read its latest status, messages, and any requested action.
Reply on the same record with the information needed to continue. Attach only relevant documents that you are authorized to share.
When the supplier reports completion, verify the result. Use a close action only when your supplier enables it and the issue is resolved; otherwise reply with the remaining problem.

Project access can be read-only or allow collaboration depending on how it was shared. If you cannot edit a task, use the available message action or contact the project owner. A project task may not appear simply because you can see a related ticket.

For a new issue, use the supplier’s published support form or agreed support email. Avoid adding unrelated problems to an old ticket: a separate request makes ownership and progress clearer.

If a ticket disappears, remove filters and check the account and supplier website before opening a duplicate request.