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
- Log in to your account.
- Click on your username in the upper-right corner.
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
- By default, the system shows only the tickets you directly own.
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
- Click on the ticket you want to update.
The ticket view displays all comments related to that request, with the most recent posts at the top.
Step 4: Add a Comment
- Scroll down to the bottom of the ticket.
- Click the Add to the conversation button.
A text editor will appear where you can:
- Type your comment or reply.
- Attach any relevant files (if needed).
- Once complete, submit your comment to update the thread.