How To Update A Ticket

Overview:
Sometimes a ticket needs to be updated with additional information or attachments. Use the steps below to add comments or files to an existing ticket.

Instructions:

Update an Existing Ticket

Updating your ticket ensures technicians have the most current information to assist you quickly and effectively.

Access Your Tickets:

• Sign in to support.matsu.gov
• Select "My Tickets"

• Click on the ticket you would like to update (all tickets you are listed on as a contact will appear by default)

Add a Comment or Attachment:

• Click "Comment"

• Enter your message and click "Save"
  • By default, all contacts on the ticket will be notified
  • You can remove recipients using the “x” next to their name

• To include files, use the "Add Attachment" button

Updates ensure:

• Technicians receive the latest details about your issue
• Communication stays centralized within the ticket
• All stakeholders remain informed of progress

Keeping your ticket up to date helps reduce delays and improves resolution time