- Open Settings → Support and choose the ticket.
- Write in the Reply box.
- Attach a file if needed.
- Press Send reply.
Replies also arrive by email, and the whole conversation stays on the one ticket.
What makes a reply useful
- Say whether the suggestion worked, even if the answer is no.
- Quote any new error message exactly.
- Attach a fresh screenshot if the screen changed.
Where replies arrive
By email, and on the ticket itself. Replying by email keeps the conversation on the same ticket.
Replying to a resolved ticket reopens it, which is the right thing to do if the problem returns.