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MENU > SUPPORT > MY TICKETS shows all tickets you’ve opened, as well as any where you've been added in cc.

Use the "cc" field to keep your team updated on shared cases. You can ask our team to include other addresses in the answer if you open the ticket via our menu.

Ticket Statuses:

• Open: Our team has received your ticket and will reply as soon as possible.
• Pending / Awaiting: We're waiting for your response. You'll receive reminders, and the ticket will close automatically if there's no reply.
• Closed: The issue has been resolved. You can still reply to a closed ticket if the problem comes back! This will create a follow-up ticket linked to the previous one, which helps us continue from where we left off.

You can reply to our messages by email or directly through the ticket dashboard.

At the bottom of the page, you can choose your preferred language: English or Portuguese.

Advantages of Our Ticket-Based Support Service

💬 Faster answers
All support agents can view your request, and the first one available will respond. No need to wait for a specific person!

🔄 Stay in the loop
Ticket statuses make it easy to track your request: whether we’ve started working on it, need more info from you, or have already solved it. You can also check the ticket dashboard to see what’s still open and ask for updates.

📚 All your history in one place
Everything is recorded in the system, so you don’t have to remember what was changed or when. Our team can quickly look up past requests and use that information to understand how you work and suggest better solutions.

✅ Clearer communication
It’s easy to lose track of multiple issues in a single chat conversation. That’s why, even if you contact us via chat, we create individual tickets for each topic you report. This keeps communication organized and helps us prioritize tasks effectively.

🤝 Better internal collaboration
When different team members are cc’d on tickets, everyone stays informed and aligned. This avoids duplicated efforts or miscommunication.

📎 Attach supporting files easily
Tickets let you upload screenshots, documents, and links that help us investigate faster and provide more accurate answers.

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🔗 Reaching Out to the MAPRO Support Team