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Reply to an Existing Ticket
Use the ticket detail page to read DSE replies, answer questions, and add screenshots or attachments.
Best practices for replies
- Reply on the existing ticket when the update is related to the same issue.
- Include clear notes about what changed or what you tested.
- Attach screenshots, device photos, logs, or timestamps when helpful.
- Avoid opening a second ticket for the same issue unless DSE asks you to.
When DSE is waiting on you
- Review the latest DSE staff reply carefully.
- Answer any questions requested by the technician.
- Provide scheduling availability if an onsite or remote session is needed.