FAQ and troubleshooting
For anyone who cannot find a ticket, cannot send a reply, or sees a ticket change status on its own.
I cannot find a ticket
Check these in order in Support → Support:
- The View. Active hides solved and closed tickets; switch to All.
- Mine. If it is on, only your tickets are listed.
- Filters and the search term. Click Clear all filters.
- Spam and Trash. A teammate may have moved the ticket there. Both are in the View dropdown.
- The ticket may have been merged. Search for the customer's name; the kept ticket lists the merged one under Linked tickets.
The search box accepts the ticket number with or without its prefix. See Find and filter tickets.
My reply will not send
- Sending email requires a verified custom domain. The brand has no verified domain yet. An administrator needs to add and verify one under Support settings → Brands & domains; internal notes still work meanwhile. See Add and verify a custom domain.
- A newer message just arrived. The customer wrote while you were typing. Read it, then send; your draft is kept.
- The recipient is on the Suppressions or Do-Not-Mail list. You can always reply on a ticket the person wrote in on, but new emails to them are stopped. See Suppressions.
The ticket reopened by itself
The customer replied. A reply to a pending, solved or closed ticket moves it back to Open so it is not missed. Your administrator can limit this to solved and closed tickets under Support settings → Statuses. See Why a ticket reopened.
The status changed and nobody on the team did it
Look for a system event in the conversation (turn off Hide activity in conversations if it is on). Likely causes: a scheduled rule closed an idle ticket, the AI assistant applied a triage automatically, or the ticket was reopened by a customer reply. Administrators can review the rules under Support settings → Routing rules and the assistant under Support settings → AI assistant.
The customer did not get my reply
- Check the delivery badge on the message: Sent, Delivered, Bounced, Spam or Failed.
- Bounced usually means a wrong address or a full mailbox. Fix the requester's address with Change requester and reply again. The bounced address is added to Suppressions until an administrator removes it.
- Ask the customer to check their junk folder. Replies come from your brand's domain, and a domain whose SPF, DKIM and DMARC records are incomplete is more likely to be filtered. Support settings → Brands & domains shows the domain's Sending health.
A ticket came in with no customer attached
The sender's address is not on any contact yet. In the Customer card, use Change to link the ticket to the right customer, and Add as a contact to save the requester on it. Future tickets from that address are linked automatically.
Two tickets for the same question
The customer wrote twice, or replied with a changed subject from a new address. Open the newer ticket and use Merge into… to fold it into the original. See Merge tickets.
I deleted a ticket by mistake
Click Undo in the toast while it is showing. Otherwise, an administrator can choose Trash from the View dropdown, select the ticket and click Restore. Nothing in Trash is ever erased. See Delete and restore a ticket.
My draft disappeared
Drafts are saved every few seconds and restored when you reopen the ticket. If the composer says Saved on this device only, the draft is in this browser; open the ticket from the same computer. Discard draft deletes a draft for good.
Who gets emailed when I add a note?
Only the teammates you tick under Notify and anyone you @mention. Notes are never sent to the customer, and neither are status changes or assignments.
Assign and notify
Assigning a ticket to a teammate notifies them in BlueHill. Assigning a ticket to yourself does not send anything. Watchers are notified of new messages, not of assignment changes.
The customer says they cannot see their tickets in the portal
- Their portal access must include Support tickets (or Full portal); check Support → Portal users.
- If they should see the whole company's tickets, their portal account must be linked to the customer. Unlinked users only see requests they submitted themselves.
- Merged and deleted tickets are hidden in the portal.
See The customer portal.
The contact form says a confirmation was emailed, but the customer got nothing
The auto-reply is only sent when the brand has Auto-reply switched on and a verified sending domain, and never to an address on the Do-Not-Mail list. An administrator can check both on the brand's Identity tab.
Where are priorities and tags managed?
Priorities are fixed (Low, Medium, High, Urgent) and are not configurable. Tags are free-form: type a new one on a ticket and it exists. Routing rules and SLA policies can match on tags.
Why does the number look different in the portal?
Emails show the full label with the brand prefix, for example AS-54351077. The portal and the contact form confirmation show the number without the prefix, #54351077. They are the same ticket.
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