# FAQ and troubleshooting > Source: https://support.usebluehill.com/support-faq-and-troubleshooting | Updated: 2026-10-26T23:46:59Z ## I cannot find a ticket Check these in order in **Support → Support**: 1. The **View**. **Active** hides solved and closed tickets; switch to **All**. 2. **Mine**. If it is on, only your tickets are listed. 3. **Filters** and the search term. Click **Clear all filters**. 4. **Spam** and **Trash**. A teammate may have moved the ticket there. Both are in the **View** dropdown. 5. 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](./support-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](./support-support-settings-brands-and-email#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](./support-canned-responses-ai-and-csat#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](./support-statuses-priority-and-sla#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 1. Check the delivery badge on the message: **Sent**, **Delivered**, **Bounced**, **Spam** or **Failed**. 2. **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. 3. 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](./support-work-a-ticket#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](./support-work-a-ticket#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](./support-customer-portal-and-help-center#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. Back to the [user guide index](./support-overview).