All responses to support tickets should be done via the ticket system
Responding to the email notification will not update your ticket and the information will not reach the support team.
There is a video for this article, to view it now click here.
To Respond to a ticket:
- Click on the Help tab > Support Requests tab
- Select the ticket you wish to add a response to
- Type your response into the Message Box, once you have done this simply click reply
- (Add an attachment if required)
This video will show you how to log and reply to support requests using the Frooition software: