Skip to main content
Use Support to open a ticket with NYCServers support, follow its status, and continue the conversation in the Broker Panel.

​
Who Can Do This

Admin and Staff users can open, view, filter, and reply to tickets. Every ticket for your broker account is visible to your whole team, with the user who submitted it.

​
Open a Ticket

1

Open Support

Open the Main Navigation section in the sidebar and select Support.
2

Start a New Ticket

Select New Support Ticket. The New Support Ticket sheet opens.
3

Describe the Problem

Enter a short Subject (required, 200 characters maximum). Optional: select the client service in Related Service. The list shows your active services.Enter the details in Description (required, at least 10 characters).
4

Add Attachments

Optional: add files in Attachments. You can add up to 5 files, 10 MB each, in PNG, JPG, GIF, WebP, PDF, TXT, or CSV format.
5

Create the Ticket

Select Create Ticket. The panel shows Ticket Created with the ticket reference, such as SUP-12345, and the ticket appears in Your Support Tickets.

​
What to Include in a Ticket

Support can investigate faster when the ticket has all the facts. Include:
  • Service number: select the service in Related Service, or type the service number in Description.
  • What you did: the page and the action you selected, in order.
  • The exact error text: copy the message as the panel or API shows it.
  • Screenshots: attach them in Attachments.
  • When it started: the date and time, and whether the problem continues.
Do not put passwords or API key secrets in a ticket or attachment.

​
Find and Filter Tickets

Your Support Tickets shows 10 tickets on each page. Each row shows the subject and ticket reference, Status, Service, Submitted By, Last Activity, and a View action. A ticket with new support replies shows an unread badge with the number of replies. Use these controls to narrow the list: When you open Support from a Support Ticket Updates alert, the list can show only tickets with unread replies. Select Unread updates to remove that filter.

​
Reply and Add Attachments

1

Open the Ticket

Select the subject or View. The ticket shows Created, Last Activity, Status, Related Service, and the full conversation.
2

Write the Reply

In Add New Reply, enter your message. Optional: add up to 5 files, 10 MB each, in PNG, JPG, GIF, WebP, PDF, TXT, or CSV format.
3

Send

Select Reply. The reply appears in the conversation, and the ticket status changes to Waiting on Support.
When NYCS Support replies, each team member who turned on Support Ticket Updates in Account Settings gets an email with the subject Support ticket updated and a View Ticket link. The bell menu also shows a Support Ticket Updates alert. Select it to open the updated ticket.

​
Ticket Statuses

​
Auto-Close and Resolved Tickets

A ticket in Support Replied closes automatically after 24 hours with no new reply. Its status then changes to Resolved.
A new reply from you or from support counts as activity. When you reply, the ticket moves to Waiting on Support, and auto-close does not apply to it. Only tickets in Support Replied close automatically.
No. A Resolved ticket is read-only, and replying does not reopen it. The ticket shows This ticket is closed with an open a new ticket link. Select the link to open New Support Ticket, and include the old ticket reference in Description.

​
Next Step

FAQ & Troubleshooting

Find quick answers to common problems before you open a ticket.
Last modified on October 4, 2026