How to Add a Comment to an Existing Support Thread in the Online Portal

When troubleshooting an issue with the Luna support team through the online portal, it may not be immediately clear how to add a comment or reply to an existing thread. This guide will walk you through the steps.

Step 1: Log in and Access Your Requests

1. Log in to your account.
2. Click on your username in the upper-right corner.

3. From the dropdown menu, select Requests.

   

   This will open a list of all tickets associated with your account.

   Step 2: View Open and CC’ed Tickets

4. By default, the system shows only the tickets you directly own.

5. To see the tickets you are CC’ed on, click on the second tab (highlighted in red in the screenshot).

   

   Step 3: Open a Ticket

6. Click on the ticket you want to update.

7. The ticket view displays all comments related to that request, with the most recent posts at the top.

   Step 4: Add a Comment

8. Scroll down to the bottom of the ticket.
9. Click the Add to the conversation button.

A text editor will appear where you can:

1. Type your comment or reply.
2. Attach any relevant files (if needed).
3. Once complete, submit your comment to update the thread.