FAQSupport & Tickets
Can I reply to a support ticket by email?
Reply to ticket notification emails to keep the conversation on the original ticket.
Yes. Every notification email from DNR support is threaded so that replying from your normal mail client appends your message to the original ticket.
What to know:
- Reply from the same email address registered on your DNR account. If the sender doesn't match a known user, the message will not be routed back to your ticket.
- Attachments in your reply (within the same file-type and size limits) are imported into the ticket alongside your message.
- Keep the existing subject line / In-Reply-To header so threading works correctly. Most mail clients do this automatically.
- If the original ticket has been closed for more than 14 days, a new linked ticket is opened instead of reopening the old one.
You can always check the result by opening the ticket in your dashboard. Every inbound email shows as a comment on the thread.
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Still need help?
Open a ticket and we'll get back to you with the article context attached.