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Manage Your Support Tickets

This guide applies to:

  • Basic Edition
  • Plus Edition
  • Pro Edition
  • Business Edition

Introduction

If you’ve purchased a premium edition of the plugin or downloaded the free Basic edition from our site, you can keep track of all the support tickets you’ve filed directly from your account.

Avoid potentially having to look through your Spam folder and wondering why we haven’t replied back! Instead, use the Get Support tab within your SSA account.

Feel free to also send us more of the Plugin information in the meantime, this will give us more information to troubleshoot the issue you’re encountering.

Login to Your SSA Account

Log in to your account on the Simply Schedule Appointments website.

An account was created for you after your plugin purchase or free download; this is the place you can access things such as your plugin zip files, license keys, and support tickets.

If this is your first time logging in, you’ll need to follow the Lost Password link to setup a new password.

Access Support Tickets

To access all your support tickets, click on the Get Support tab:

The Get Support Tab in the SSA Account
Get Support Tab in the SSA Account

Submitting a New Support Ticket

On the support page, you’ll see a link to our documentation page. We recommend starting here to read guides on common issues and frequently asked questions.

If the documentation does not cover your issue or questions, click the New Ticket button to write to us.

You’ll see a new screen where you can add:

  • A subject
  • Your message
  • Any attachments (screenshots, a video of the issue, etc)

After filling in the fields, click Submit to send us your ticket!

Creating and Submitting a New Support Ticket

Viewing and Replying to Support Tickets

You can view your active and old tickets by scrolling down to the Previous Conversations section under the Get Support main tab.

Click on any subject to open the ticket in more detail.

Reply to Support Tickets

To send a reply to a previous message, click Send a reply. Like a new ticket, you will see options to submit a subject, message, and attachments.

Click Submit to send your reply.

Viewing Old Conversations and Sending a Reply for Support Tickets


Closed Support Tickets

When the support team deems an issue resolved, you’ll see a message at the top of the detailed support view stating that the Thread was marked closed and the date it was marked.

If you feel like the issue still needs to be resolved, please feel free to Send a Reply to open the ticket again.

Responding to a Closed Support Ticket

Still stuck?

File a support ticket with our five-star support team to get more help.

File a ticket

  • Please provide any information that will be helpful in helping you get your issue fixed. What have you tried already? What results did you expect? What did you get instead?
  • This field is for validation purposes and should be left unchanged.

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