Tracking your support tickets: statuses, replies, and reopening

Once you've opened a support ticket, everything about it lives in one place: My support tickets, inside the Help Center. This article explains how to read the list, what each status means, and how to keep the conversation moving.

Your ticket list

Open the Help Center from your account menu, then go to My support tickets (the Help Center home also shows a My tickets card once you have tickets). Each row shows the ticket number, subject, a topic chip, a status chip, and when it was last updated. An unread indicator marks tickets with replies you haven't read yet.

Filter the list with the chips at the top:

• Active — tickets still in motion (the default view).
• Resolved — the team believes these are fixed.
• Closed — finished conversations.
• All — everything.

What each status means

• In review — your ticket is with the team. You'll see this when a ticket is new, or right after you reply, while the team works on it.
• Waiting on you — the team has replied and the next move is yours. Answer their question or confirm the fix so things keep moving.
• Resolved — the team believes the issue is fixed and is waiting for your confirmation.
• Closed — the conversation is finished.

Tip: "Waiting on you" tickets pause until you respond — a quick reply, even just "still checking," keeps your ticket active and top of mind.

Reading and replying

Select any ticket to open its conversation — a chat-style thread with your messages on one side and Pledgix Support replies on the other, grouped by day. Status changes appear as small gray notes in the timeline, so you can see the ticket's history at a glance.

To reply, type in the box at the bottom — Enter sends, Shift+Enter starts a new line — and use the paperclip to attach files (same limits as when creating a ticket: up to 5 files, 10 MB each).

While you have a conversation open, new replies from the team appear live, without refreshing. You'll also receive an email whenever support replies — you can answer directly by replying to that email, or sign in to continue the conversation in the portal.

When your ticket is resolved

When the team marks your ticket Resolved, a banner appears in the conversation: "This ticket was marked resolved. Did this fix it?"

• Yes, close it — confirms the fix and closes the ticket. You'll then be invited to rate the experience (see Rating your support experience).
• No, reopen — drops you into the reply box. Explain what's still wrong and send; your reply automatically reopens the ticket and puts it back in front of the team.

There's no deadline for reopening a resolved ticket — any reply while it's marked Resolved reopens it, whether that's an hour later or a week later.

Closed tickets are final

Once a ticket is Closed, the conversation is locked — the reply box is replaced with a note and an Open a new ticket button, which starts a fresh ticket on the same topic. If an old problem returns after closure, open a new ticket and mention the old ticket number so the team has the history.

Tip: Keep your ticket numbers (like PX-10042) handy when following up by any channel — they're the fastest way for the team to pull up your full history.