How Do I Reply To An Active Support Ticket?

Luke Cossins

Hello

I have had some problems with cancelling auto renewal and I managed to contact BD online.

I received an email today telling me "This is an automated message letting you know that you have an open support ticket with the Bitdefender Customer Care team".

This is the first I knew of having a support ticket!

Anyway, the email gives no link to get to the ticket (it does give me the ticket number). I cannot see a way on the BD site of getting to an existing ticket, only how to start a new one.

Can anyone point me to the right place please?

Thanks

alexx69

Hello Luke C and welcome to the forum,

Automated message you received, serves to inform you, that your request has accepted.

On this occasion, you get a Ticket ID , that is the first step.

Now you have to wait for a response from someone from Technical Support via email.

Only after that you will be able to send reply about your issue as well as attachment files if that necessary.

So be patient.

Regards.

Luke Cossins

Hello Luke C and welcome to the forum,

Automated message you received, serves to inform you, that your request has accepted.

On this occasion, you get a Ticket ID , that is the first step.

Now you have to wait for a response from someone from Technical Support via email.

Only after that you will be able to send reply about your issue as well as attachment files if that necessary.

So be patient.

Regards.

Hi Alexx69 and thank you

To make sure we are not at cross purposes, I will copy the whole email (less the actual number):

*******

Title: [Ticket ID:xxxxxxxxxxxxxxx] Reminder

Dear User/Customer,

This is an automated message letting you know that you have an open support ticket with the Bitdefender Customer Care team. Your ticket id is: xxxxxxxxxxxxxxx. This ticket is currently on hold pending your input. If we do not receive a reply from you within the next 48 hours the ticket will automatically be closed. (You will be able to reply to this message and re-open the ticket at any time though.)

*******

So, my confusion is this. The email infers there is an open ticket which I have to reply to (if I want to). But it doesn't say how.

You are saying I have to wait, but...

The email is saying that if I do not reply to it, then it will be closed.

I can find a way on the BD site to raise a new ticket, but not a way to respond to an existing one.

Surely I do not simply reply to the email?

Any ideas?

Thanks again

Luke

rootkit

Hello

Can I have please the ticket ID so I can check the status in the system?

Thank you!

Luke Cossins

Hello

Can I have please the ticket ID so I can check the status in the system?

Thank you!

It is 201209171010231

Just to let you know, I replied to your post of yesterday in the other subject:

http://forum.bitdefender.com/index.php?showtopic=37829

Luke

rootkit

Hello

In this case, the discussion will continue over there:

http://forum.bitdefender.com/index.php?showtopic=37829

Thank you!