Support by Email: Replies Land on Their Ticket

What's changed

• Reply to an email about a ticket from the address you wrote from, your account's address or your project's billing email, and your answer joins that ticket, with up to 5 files of 10 MB each (pictures, PDFs, plain text and zips). A ticket that was waiting on you, or was resolved or closed, reopens
• Write your answer above the line that says Reply above this line in our ticket emails; what your mail program quotes below it is left out of the ticket
• An email to support@danubedata.ro now opens a ticket, also if you have no account, and answers to a ticket without an account reach you by email. A message over 25 MB is not imported, so use a console ticket for large files
• A reply finds its ticket when it answers one of our emails, or keeps the ticket number in its subject and our mail checks confirm the sender, so keep the number in the subject when you write a new message about a ticket. A reply from another address, or one that does neither, opens a ticket of its own
• A ticket you start by email shows in your console and in the Support Tickets API once it belongs to your account: at once when it comes from your account's address and our mail checks confirm the sender, or after support confirms it's you on that ticket with your customer number, email address and PIN, which attaches it to your account under the project you gave
• Our answers keep each ticket together as one conversation in your mail program, and when an answer comes with files, the email says how many are waiting on your ticket page, because the email itself carries none