{"id":13586,"date":"2026-09-07T13:42:31","date_gmt":"2026-09-07T12:42:31","guid":{"rendered":"https:\/\/mymahotsav.com\/knowledgebase\/docs\/non-knowledgebase\/uncategorized\/replying-to-tickets-looping-in-others\/"},"modified":"2026-09-07T13:42:31","modified_gmt":"2026-09-07T12:42:31","password":"","slug":"replying-to-tickets-looping-in-others","status":"publish","type":"docs","link":"https:\/\/mymahotsav.com\/knowledgebase\/docs\/mm-guides\/utsav-support\/customer-portal\/replying-to-tickets-looping-in-others\/","title":{"rendered":"Replying to tickets and looping in other people"},"content":{"rendered":"<div style=\"background:#f3f0fb;border-left:4px solid #7c5cbf;border-radius:8px;padding:14px 18px;margin:22px 0;line-height:1.6;\">&#128100; <strong>Who this is for<\/strong><br \/>Any signed-in MyMahotsav member who has raised a support ticket and wants to add another message to it &mdash; and anyone who has been asked to &ldquo;copy my manager in&rdquo; and needs to know how that actually works.<\/div>\n<h2>Quick answer<\/h2>\n<p><strong>Open the Support Portal, select your ticket from the All Tickets list, then choose Click Here to Write a reply, type your message, add any files with Add Attachment and send it with Reply. Adding other people is not something you can do yourself &mdash; ask for it in your reply and the support team can copy a colleague or manager&rsquo;s email address into the ticket, so they receive every reply that follows.<\/strong><\/p>\n<figure style=\"margin:28px 0 42px;\"><video controls preload=\"metadata\" playsinline style=\"width:100%;aspect-ratio:16\/9;border:0;border-radius:10px;box-shadow:0 5px 25px rgba(0,0,0,0.12);display:block;background:#000;\" src=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-walkthrough.mp4\">Your browser cannot play this video. <a href=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-walkthrough.mp4\" target=\"_blank\" rel=\"noopener\">Open the walkthrough video<\/a>.<\/video><figcaption style=\"margin-top:14px;font-size:0.9em;color:#6b7280;line-height:1.55;\">A short walkthrough of the Support Portal, where your tickets and their replies live.<\/figcaption><\/figure>\n<h2>Before you begin<\/h2>\n<ul>\n<li>You need to be signed in with the same account that raised the ticket. The portal only ever shows your own tickets, so a ticket raised on another account will not appear on your list.<\/li>\n<li>Find the portal from the profile dropdown at the top right: <strong>Call\/Chat Support<\/strong>, then <strong>Support Portal<\/strong>. The direct link is <strong>https:\/\/mymahotsav.com\/contact-us\/support-portal\/<\/strong>.<\/li>\n<li>If a sign-in box appears instead of your tickets, you are not signed in. Sign in and open the link again.<\/li>\n<li>Have any evidence ready before you start &mdash; a screenshot, a receipt, an order or booking reference. You can attach files to the reply itself.<\/li>\n<li>Replying works on a ticket that is still open. A closed ticket shows a reopen control instead of a reply box &mdash; Step 6 and the Troubleshooting section cover that.<\/li>\n<\/ul>\n<h2>Step 1 &mdash; Open the Support Portal<\/h2>\n<p>Open the profile dropdown, choose <strong>Call\/Chat Support<\/strong> and then <strong>Support Portal<\/strong>. The page opens on <strong>All Tickets<\/strong> &mdash; every ticket you have raised, newest first, with a <strong>+ Create a New Ticket<\/strong> button beside it for anything unrelated to the ticket you are about to answer.<\/p>\n<figure style=\"margin:34px auto 42px;text-align:center;\"><a href=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-01.png\" target=\"_blank\" rel=\"noopener\" title=\"Click to view full size\" class=\"docbot-zoom\"><img decoding=\"async\" style=\"border-radius:10px;box-shadow:0 5px 25px 0 rgba(0,0,0,0.1);border:1px solid rgba(0,0,0,0.06);display:block;max-width:100%;height:auto;margin:0 auto;cursor:zoom-in;\" src=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-01.png\" alt=\"The Support Portal page showing the All Tickets list with a Create a New Ticket button\" \/><\/a><figcaption style=\"margin-top:14px;font-size:0.9em;color:#6b7280;line-height:1.55;\">The Support Portal opens on All Tickets &mdash; your own tickets, and nobody else&rsquo;s.<\/figcaption><\/figure>\n<h2>Step 2 &mdash; Find the ticket you want to reply to<\/h2>\n<p>Use the row of controls above the list to narrow it down:<\/p>\n<ol>\n<li>Select <strong>All<\/strong>, <strong>Open<\/strong> or <strong>Closed<\/strong>. <strong>Open<\/strong> is the useful one here &mdash; it holds everything that has not been closed yet, which is everything you can still reply to.<\/li>\n<li>Narrow by product with <strong>All Products<\/strong> if you raise tickets across several parts of MyMahotsav.<\/li>\n<li>Type a word from the subject into <strong>Search<\/strong>, or change the order with the sort control.<\/li>\n<\/ol>\n<figure style=\"margin:34px auto 42px;text-align:center;\"><a href=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-02.png\" target=\"_blank\" rel=\"noopener\" title=\"Click to view full size\" class=\"docbot-zoom\"><img decoding=\"async\" style=\"border-radius:10px;box-shadow:0 5px 25px 0 rgba(0,0,0,0.1);border:1px solid rgba(0,0,0,0.06);display:block;max-width:100%;height:auto;margin:0 auto;cursor:zoom-in;\" src=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-02.png\" alt=\"The same portal screen, showing the All, Open and Closed tabs, the All Products filter, the sort control and the search box\" \/><\/a><figcaption style=\"margin-top:14px;font-size:0.9em;color:#6b7280;line-height:1.55;\">The same screen, this time reading the controls above the list: the All, Open and Closed tabs, the product filter, sorting and search.<\/figcaption><\/figure>\n<h2>Step 3 &mdash; Check the ticket is still open<\/h2>\n<p>Each row shows the <strong>Conversation<\/strong>, the <strong>Date<\/strong> of the last activity and the <strong>Status<\/strong>. A ticket marked <strong>new<\/strong> or <strong>active<\/strong> is still open and still has a reply box. A ticket marked <strong>closed<\/strong> does not &mdash; you can reopen it, which Step 6 explains.<\/p>\n<figure style=\"margin:34px auto 42px;text-align:center;\"><a href=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-03.png\" target=\"_blank\" rel=\"noopener\" title=\"Click to view full size\" class=\"docbot-zoom\"><img decoding=\"async\" style=\"border-radius:10px;box-shadow:0 5px 25px 0 rgba(0,0,0,0.1);border:1px solid rgba(0,0,0,0.06);display:block;max-width:100%;height:auto;margin:0 auto;cursor:zoom-in;\" src=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-03.png\" alt=\"The ticket list with the Conversation, Date and Status columns, every ticket in this list marked new\" \/><\/a><figcaption style=\"margin-top:14px;font-size:0.9em;color:#6b7280;line-height:1.55;\">The Status column tells you whether a ticket can still be answered. Every ticket in this list is marked new.<\/figcaption><\/figure>\n<h2>Step 4 &mdash; Look on the next page if you cannot see it<\/h2>\n<p>The list is paged. Scroll to the foot of it and you will find the page count &mdash; here it reads <strong>Page 1 of 2<\/strong> &mdash; along with a per-page selector set to <strong>10 \/ page<\/strong> and the page numbers. Raise the number per page, or step through the pages, until you find an older ticket.<\/p>\n<figure style=\"margin:34px auto 42px;text-align:center;\"><a href=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-04.png\" target=\"_blank\" rel=\"noopener\" title=\"Click to view full size\" class=\"docbot-zoom\"><img decoding=\"async\" style=\"border-radius:10px;box-shadow:0 5px 25px 0 rgba(0,0,0,0.1);border:1px solid rgba(0,0,0,0.06);display:block;max-width:100%;height:auto;margin:0 auto;cursor:zoom-in;\" src=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-04.png\" alt=\"The foot of the ticket list showing Page 1 of 2, a 10 per page selector and the page numbers\" \/><\/a><figcaption style=\"margin-top:14px;font-size:0.9em;color:#6b7280;line-height:1.55;\">The foot of the same list: the pager, and the number of tickets shown per page.<\/figcaption><\/figure>\n<h2>Step 5 &mdash; The list itself has no reply box<\/h2>\n<p>Keep scrolling and the portal simply ends in the usual MyMahotsav page footer. There is no message box under the list, because a reply belongs to one conversation &mdash; so it lives inside the ticket, not on the list. Scroll back up and select the ticket&rsquo;s title to open it.<\/p>\n<figure style=\"margin:34px auto 42px;text-align:center;\"><a href=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-05.png\" target=\"_blank\" rel=\"noopener\" title=\"Click to view full size\" class=\"docbot-zoom\"><img decoding=\"async\" style=\"border-radius:10px;box-shadow:0 5px 25px 0 rgba(0,0,0,0.1);border:1px solid rgba(0,0,0,0.06);display:block;max-width:100%;height:auto;margin:0 auto;cursor:zoom-in;\" src=\"https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-05.png\" alt=\"Below the ticket list the page ends in the standard MyMahotsav footer, with no reply box\" \/><\/a><figcaption style=\"margin-top:14px;font-size:0.9em;color:#6b7280;line-height:1.55;\">Below the list there is nothing but the site footer &mdash; the reply controls are inside the ticket.<\/figcaption><\/figure>\n<h2>Step 6 &mdash; Write your reply and send it<\/h2>\n<p>Opening a ticket shows the whole conversation in order, with each message labelled by who wrote it &mdash; <strong>You<\/strong> for your own messages and <strong>Support Staff<\/strong> for the team&rsquo;s. Under the conversation you will find the reply controls:<\/p>\n<ol>\n<li>Select <strong>Click Here to Write a reply<\/strong>. The message box opens.<\/li>\n<li>Type your message. Add the detail the team asked for, and quote any reference number in full.<\/li>\n<li>To send a file &mdash; a screenshot, a receipt, a document &mdash; use <strong>Add Attachment<\/strong> and pick it from your device.<\/li>\n<li>Send it with <strong>Reply<\/strong>. If the problem is now sorted and you want to finish the conversation in the same action, use <strong>Reply and Close<\/strong> instead.<\/li>\n<\/ol>\n<p>You can also end a conversation without writing anything, using <strong>Close Ticket<\/strong>. If a ticket has already been closed, the reply box is replaced by <strong>Reopen This ticket<\/strong> &mdash; select that first, and the ticket comes back as active with its reply box restored.<\/p>\n<h2>What happens after you send a reply<\/h2>\n<p>Your message is added to the bottom of the thread straight away and the agent handling the ticket is notified. Everything stays in one place, so the next person who picks the ticket up can read the whole history.<\/p>\n<p>One thing surprises people: your own reply does not change the ticket&rsquo;s status. Only a reply from the support team moves a ticket from <strong>new<\/strong> to <strong>active<\/strong>. A ticket you have added three messages to can still read <strong>new<\/strong> &mdash; that is normal, and it does not mean your reply went missing.<\/p>\n<div style=\"background:#f4f6f8;border-left:4px solid #9aa4b2;border-radius:8px;padding:14px 18px;margin:22px 0;line-height:1.6;\">&#8505;&#65039; <strong>Note<\/strong><br \/>Tickets that go quiet are tidied up. With the current setting, a ticket with no activity for 30 days is closed automatically and a closing message is posted on it, so you can see what happened. A ticket still marked <strong>new<\/strong> is never closed this way, and anything closed can be brought back with <strong>Reopen This ticket<\/strong>.<\/div>\n<h2>Adding other people to a ticket<\/h2>\n<p>This is the part worth being straight about. There is <strong>no add-people, CC or invite control in the Support Portal<\/strong>. Your ticket list and your ticket pages belong to your account alone, so a colleague cannot see your ticket in their own portal, and nothing on your side will put them on the thread.<\/p>\n<p>What you do instead is ask. In your reply, write the full email address of the person who should be copied in and say who they are &mdash; for example, &ldquo;please copy my events manager, name@example.com, into this ticket&rdquo;. The support team can add that address to the ticket, and from then on every reply on the conversation also goes to them by email.<\/p>\n<div style=\"background:#f4f6f8;border-left:4px solid #9aa4b2;border-radius:8px;padding:14px 18px;margin:22px 0;line-height:1.6;\">&#8505;&#65039; <strong>Note<\/strong><br \/>Being copied in is an email arrangement, not an account one. The person you add receives the replies by email; they do not get a login to your ticket, and the ticket stays under your name in your portal. They also start from the point they were added &mdash; anything said earlier is not sent to them retrospectively.<\/div>\n<h2>Tips and best practices<\/h2>\n<ul>\n<li>Keep one problem to one ticket. A new, unrelated question is easier to answer as a fresh ticket from <strong>+ Create a New Ticket<\/strong>.<\/li>\n<li>Answer the question that was actually asked. If the team asked for an order number, a booking reference or a screenshot, put it in the first line of your reply.<\/li>\n<li>Attach rather than describe. A screenshot added with <strong>Add Attachment<\/strong> saves a whole round of messages.<\/li>\n<li>Use <strong>Reply and Close<\/strong> when you are confirming that something is fixed &mdash; it thanks the team and closes the ticket in one action, and you can always reopen it.<\/li>\n<li>Reply on the ticket rather than starting a new conversation elsewhere, so the history stays together.<\/li>\n<\/ul>\n<div style=\"background:#eef8f0;border-left:4px solid #2e9e5b;border-radius:8px;padding:14px 18px;margin:22px 0;line-height:1.6;\">&#127919; <strong>Best practice<\/strong><br \/>When you want somebody copied in, ask for it early &mdash; in the first reply where they become relevant &mdash; and give the full email address and their role in one sentence. Because copied-in people only receive what is sent after they join, asking early is the difference between them following the story and being handed the ending.<\/div>\n<div style=\"background:#fff6f1;border-left:4px solid #e0592b;border-radius:8px;padding:14px 18px;margin:22px 0;line-height:1.6;\">&#128161; <strong>Tip<\/strong><br \/>If a colleague needs the earlier part of the conversation, do not forward it from your email. Summarise it in your next reply, or ask the team to bring them up to date on the ticket &mdash; that way the summary is on the record everyone is working from.<\/div>\n<h2>Troubleshooting<\/h2>\n<h3>There is no reply box on my ticket<\/h3>\n<p><strong>Cause:<\/strong> the ticket has been closed, either by you, by the team, or automatically after a long silence. A closed ticket shows <strong>Reopen This ticket<\/strong> where the reply box used to be. <strong>Fix:<\/strong> select <strong>Reopen This ticket<\/strong>; it returns as active and the reply box comes back, then continue with <strong>Click Here to Write a reply<\/strong>. <strong>Escalate if:<\/strong> the status is not closed and there is still no reply control &mdash; raise a new ticket, quote the subject and date of the ticket you cannot answer, and the team will pick the conversation up there.<\/p>\n<h3>My ticket still says new after I replied<\/h3>\n<p><strong>Cause:<\/strong> nothing is wrong. Your own replies never change a ticket&rsquo;s status; only a reply from the support team moves it from <strong>new<\/strong> to <strong>active<\/strong>. <strong>Fix:<\/strong> open the ticket and check your message is at the bottom of the thread &mdash; if it is there, it has been delivered and the assigned agent has been notified. <strong>Escalate if:<\/strong> the ticket is urgent and has had no answer within the response time you were quoted &mdash; say so in a short follow-up reply on the same ticket rather than opening a duplicate.<\/p>\n<h3>A sign-in box appears instead of my tickets<\/h3>\n<p><strong>Cause:<\/strong> you are signed out, or signed in with a different account from the one that raised the ticket. <strong>Fix:<\/strong> sign in with the account that created the ticket and open the Support Portal again. If the list loads but says there are no tickets, you are on the wrong account. <strong>Escalate if:<\/strong> you are certain you are on the right account and the list is still empty &mdash; the ticket may have been raised under a second email address, and the team can look it up for you.<\/p>\n<h3>The person I asked to be copied in is not getting anything<\/h3>\n<p><strong>Cause:<\/strong> either the address has not been added yet, the address had a typo, or the replies are landing in their spam or promotions folder. Remember that nothing you do in the portal adds them &mdash; it only happens when the team acts on your request. <strong>Fix:<\/strong> reply again with the address spelled out in full, ask the team to confirm once it is on the ticket, and ask your colleague to check their spam folder. <strong>Escalate if:<\/strong> the team has confirmed the address is on the ticket and a further reply still has not reached them &mdash; that is a delivery problem worth reporting on the same ticket.<\/p>\n<h2>FAQ<\/h2>\n<p><strong>Q: How do I reply to my ticket?<\/strong><br \/>A: Open the Support Portal from the profile dropdown under <strong>Call\/Chat Support<\/strong>, select the ticket from <strong>All Tickets<\/strong>, choose <strong>Click Here to Write a reply<\/strong>, type your message and send it with <strong>Reply<\/strong>.<\/p>\n<p><strong>Q: Where is the reply box?<\/strong><br \/>A: Inside the ticket, with the conversation &mdash; not on the ticket list. The list only shows the <strong>Conversation<\/strong>, <strong>Date<\/strong> and <strong>Status<\/strong> of each ticket, so you must open one first. If you are inside a ticket and still cannot see it, the ticket is closed.<\/p>\n<p><strong>Q: Can I add someone else to the thread?<\/strong><br \/>A: Not yourself. There is no add-people or CC control in the portal. Ask in your reply, giving the full email address, and the support team can copy that person into the ticket.<\/p>\n<p><strong>Q: Will added people see the full history?<\/strong><br \/>A: They receive every reply sent after they are added, by email. They do not get access to your portal or to the earlier messages, so summarise the background in your next reply, or ask the team to.<\/p>\n<p><strong>Q: Can I attach a file to a reply?<\/strong><br \/>A: Yes. Use <strong>Add Attachment<\/strong> in the reply box and choose the file from your device before you send with <strong>Reply<\/strong>.<\/p>\n<p><strong>Q: What if my ticket is already closed?<\/strong><br \/>A: Open it and choose <strong>Reopen This ticket<\/strong>. It comes back as active and you can reply as usual. If the new question is unrelated, raise a fresh ticket instead with <strong>+ Create a New Ticket<\/strong>.<\/p>\n<div style=\"display:none\" aria-hidden=\"true\" data-mahi=\"context\">\nAlso asked as: how do I reply to my support ticket, where is the reply box on my ticket, how to answer Utsav Support, can I add my manager to a support ticket, how do I CC someone on a ticket, add a colleague to the conversation thread, reply with an attachment to support, my ticket still says new after I replied, how do I reopen a closed ticket to reply, why can my colleague not see my ticket. Applies to: Utsav Support &mdash; Customer Portal, replying to a ticket and adding other people to the conversation. Where to find it: profile dropdown &rarr; Call\/Chat Support &rarr; Support Portal (https:\/\/mymahotsav.com\/contact-us\/support-portal\/) &rarr; select a ticket from All Tickets &rarr; Click Here to Write a reply &rarr; Reply. Canonical facts: the portal list is scoped to the signed-in member&#8217;s own tickets only, with All \/ Open \/ Closed tabs, an All Products filter, search, sort, and a pager showing Page x of y at 10 per page by default; a reply is written inside the ticket, never on the list; the controls are Click Here to Write a reply, Add Attachment, Reply, Reply and Close, Close Ticket and, on a closed ticket, Reopen This ticket; a reply is appended to the thread and notifies the assigned agent; a member&#8217;s own reply never changes the status &mdash; only a reply from the support team moves a ticket from new to active; reopening returns a ticket to active, not new; a ticket with no activity for 30 days is currently closed automatically with a closing message posted on it, and a ticket still marked new is never closed that way; there is NO member-facing CC, watcher or add-people control anywhere in the portal &mdash; copying somebody in is done by the support team on request, it delivers subsequent replies to that email address only, it grants no portal access, and it does not send the earlier history; a colleague cannot see the ticket in their own portal because ticket lists are per account. Video walkthrough: https:\/\/mymahotsav.com\/kb-img\/reply-to-a-support-ticket-and-add-other-people-to-it-mtr85p1m-walkthrough.mp4\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Open your ticket in the Support Portal, choose Click Here to Write a reply, type your message, add any files with Add Attachment and send it with Reply. You cannot add other people to a ticket yourself, so ask in your reply and the support team can copy a colleague or manager in, so they receive every reply that follows.<\/p>\n","protected":false},"author":3,"featured_media":13588,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[760],"glossaries":[],"doc_tag":[293],"knowledge_base":[78],"class_list":["post-13586","docs","type-docs","status-publish","has-post-thumbnail","hentry","doc_category-customer-portal","doc_tag-guides","knowledge_base-mm-guides"],"year_month":"2026-09","word_count":2451,"total_views":"13","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"Tarak Gorai","author_nicename":"tarakgorai","author_url":"https:\/\/mymahotsav.com\/knowledgebase\/author\/tarakgorai\/"},"doc_category_info":[{"term_name":"Customer Portal","term_url":"https:\/\/mymahotsav.com\/knowledgebase\/docs\/non-knowledgebase\/customer-portal\/"}],"doc_tag_info":[{"term_name":"Guides","term_url":"https:\/\/mymahotsav.com\/knowledgebase\/docs-tag\/guides\/"}],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Replying to Tickets and Looping in Other People<\/title>\n<meta name=\"description\" content=\"Reply to an open Utsav Support ticket from the Support Portal, attach files, and ask the team to copy a colleague in so they get every reply.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mymahotsav.com\/knowledgebase\/docs\/mm-guides\/utsav-support\/customer-portal\/replying-to-tickets-looping-in-others\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" 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