Asking a question through Tickets
Asking the support team a question from the portal, following up the conversation, adding an attachment and closing or reopening a ticket.
support,
tickets
Under Tickets in the menu you ask the Wattify support team a question without having to write an email, and you follow up the answer. You see all the tickets that were created from your account.
Creating a ticket
- Click New ticket.
- Enter a Subject and describe your question under Message. Mention what it is about: the name of the charge point, the invoice number or the date of the charging session.
- Click Send.
You get an email as soon as the support team replies. The reply is also in the ticket itself.
Following up the conversation
In the list you see the subject, the status and the number of messages per ticket. Awaiting support means it is the team's turn.
| Status | Meaning |
|---|---|
| Active | The ticket is open and there is a reply from support. |
| In progress | Support is working on your question. |
| Closed | The ticket has been completed. |
Open a ticket to read the whole conversation. Under Your reply you respond; with Add attachment you send along a screenshot or a document. Has your question been answered? Then click Close ticket.
Reopening a closed ticket
Do you have another question about the same subject later on? Click Reopen ticket in the list and confirm with Yes, reopen. The support team gets a notification and you can reply again.
Other ways to get help
- EVLyne, the chat at the bottom right of the manual, answers many questions straight away and can put you through to a member of staff.
- You can always mail support@wattify.be.