Find and follow your support tickets
Work the Mailsoftly ticket list: switch between Active and Closed, search across titles, bodies and teammates, start a ticket in the right category, and know whose tickets you can see.
Raising a ticket takes a minute. Finding it again three days later, or finding the one a colleague raised while you were away, is the part that used to be awkward. The ticket list is now a working screen with a filter, a search, real pagination and a scope that depends on your role.
This guide walks it: where the list lives, how the Active and Closed sides work, what the search actually matches, how to start a ticket straight into a category, and who sees whose tickets.
Open your ticket list
Open the Help and Support panel from the Help row at the bottom of the left sidebar, or from Support in your profile menu, and press My tickets in the footer. The small number on that button counts your own tickets that are still open.
The list itself shows one row per ticket:
- Who raised it, by name and email address
- The title, with a coloured category pill beside it and a short extract of the message underneath
- When it last moved, as a relative time rather than a date
- Its status, as a soft pill reading Open, Answered, or Closed
A coloured strip runs down the left edge of each row in the category’s own colour, so a list of eight tickets reads as groups at a glance rather than as eight identical lines.
Ten tickets fit on a page and the pager underneath reaches the rest, so nothing drops off the bottom once you have raised a few.
Open your tickets in Mailsoftly
Switch between Active and Closed
Above the table sits a two-part control. Active holds everything still in play, which is open tickets plus tickets we have answered and are waiting on you. Closed holds the rest. Each side carries its own count and its own pages, and Active is what the screen opens on.
The two counts are worth reading as a pair. A growing Active number means threads are waiting on somebody, and the status pill on each row tells you which somebody: Answered means the ball is with you.
Closing a ticket is not final. Reply to a closed ticket and it reopens, moving back to the Active side.
Search instead of scrolling
The Search tickets box sits next to the filter. Type and the list narrows about a third of a second after you stop, without reloading the page, so you can keep typing until the list is short.
It looks in three places: the title, the body of the message, and the name of the teammate who raised it. That last one is the reason an admin can type a colleague’s name and get their threads back. It also forgives the two things that usually break a search box:
- Accents in either direction, so a search without them still finds a title that has them
- Small typos and near misses, so a slightly wrong spelling still lands
If nothing matches, the list says so and offers to clear the search rather than leaving you looking at an empty table wondering whether your tickets are gone.
Search the body, not just the title. Titles are written in a hurry; the detail you remember three weeks later is usually in the message.
Start a ticket straight into a category
The Create a New Support Ticket button has a small arrow beside it. The button itself opens the blank form. The arrow opens a short menu, one row per category with its own icon, and picking one opens the form with that category already chosen.
There are eight categories, in this order: Technical, Deliverability, Bug Report, Payment, Account & Access, Feature Request, Question, and Other. Picking the right one is not paperwork; it routes your ticket to the people who answer that kind of question.
The form itself asks for very little beyond that: a title, the message, and any files worth attaching. Your account and company are filled in and cannot be edited, so you never explain who you are.
Deliverability and Bug Report are the two that most often get filed as Technical. Both go to different people, so the extra second on the menu is usually a faster answer.
Know whose tickets you can see
This is the question the list raises most often, so it is worth being plain about it.
- An admin sees every ticket anyone in the workspace has raised, and can read, reply to, and close any of them.
- Everyone else sees only the tickets they raised themselves.
The badge in the Help panel is not affected by that. It always counts your own open tickets, which is why an admin can have a badge of one and a list of nine. If you cannot find a ticket a colleague told you about, that is the rule at work rather than anything going wrong: ask an admin, or ask your colleague for the reply.
Between the filter, the search and the category menu, a ticket you raised a month ago is about four seconds away. Get help inside Mailsoftly covers the rest of the help panel, including the guide search that often answers the question before a ticket is needed.
Frequently asked questions
Can I see tickets that my colleagues have raised?
You can only see tickets you have raised yourself unless you are an admin. Admins in Mailsoftly can view, reply to, and close any ticket raised by anyone in the workspace. If you need access to a colleague’s ticket, you should ask an admin or request the reply from your colleague.
How does the search function work in the ticket list?
The search box in the ticket list looks at the title, the body of the message, and the name of the teammate who raised the ticket. It also handles accents and small typos, so even near matches will be found. If nothing matches your search, Mailsoftly will tell you and offer to clear the search.
What happens if I reply to a closed ticket?
Replying to a closed ticket reopens it and moves it back to the Active side of the ticket list. This allows you to continue the conversation without needing to create a new ticket in Mailsoftly.
Ready to try it in your own account?
Free to start with your Google Workspace or Microsoft 365 account. No credit card required.
