How to track your doola support tickets in the Help Center

Submit support requests, track their progress, and communicate with the doola team—all in one place. ## Quick summary - **Create and track tickets in one dashboard.** - **Reply by email or through the support portal.** Both stay synced. - **Register with the same email address you use with doola** so your full ticket history appears. - **Your doola dashboard login does not work automatically in the support portal.** You must register for a separate support portal account. ## What you can do in the Help Center - Submit a new support ticket at any time. - Track and reply to open tickets from one central dashboard. - View your full ticket history, including older requests. - Reply by email—your responses automatically sync with the portal. ## How to create an account and log in 1. Visit the [doola support portal](https://help.doola.com/help-center). 2. Register using **the same email address you use with doola**. This connects your account to your existing ticket history. 3. Verify your email address and log in. **Tip:** You can also sign in by entering your email address and receiving a magic link or code. **Important:** The support portal account is separate from your doola dashboard account. Even if you use the same email address, you must register for the portal separately. ## How to submit or reply to a ticket ### Submit a new ticket 1. Click **Submit a ticket**, **File a Support Request**, or the equivalent option. 2. Choose the category that best matches your request. 3. Add a clear subject. 4. Describe the issue, including what happened and what you have already tried. Include screenshots if helpful. 5. Attach any relevant files and submit your ticket. ### Continue an existing conversation Open the ticket in the portal, write your reply, add any relevant attachments, and send it. You can also reply directly to the ticket notification email. **Keep your reply in the same email thread and leave the subject unchanged** so it stays connected to the same ticket. Email replies automatically sync with the portal. ## How to track your ticket status 1. Visit the [doola support portal](https://help.doola.com/help-center) and log in. 2. Go to **My tickets** or **Requests**. 3. Select the ticket you want to track. 4. Review its: - **Status:** Open means the request has not yet been resolved; Closed or Resolved means it has been resolved. - **Full message history.** - **Latest replies from the support team.** - **Attachments shared in the conversation.** ## Frequently asked questions ### Why can’t I see my older tickets? Check that you registered with the same email address you use with doola. If you have used different email addresses, ask the support team to help merge your records. ### What if I haven’t received a confirmation or invitation email? Check your spam or junk folder for messages from “Support.” If you still cannot find the email, ask the support team to resend the invitation and help add the sender’s domain to your safe-sender list. ### Can I reply by email? Yes. Reply directly to the ticket notification email, stay in the same thread, and do not change the subject. Your reply will automatically sync with the portal. ### Do I need a new password? You must register separately for the support portal. During registration, you can choose the same password you currently use or create a portal-only password. Choosing the same password does not connect the two accounts. If you forget your support portal password, select **Forgot password** on the portal login page.