When you create a new support ticket, or a support ticket is created by a Webroot Support Agent on your behalf, you will receive a new email confirming the action.
To reply to a support ticket:
In the email, click reply and type a reply above the line indicated.
The system records your response against the ticket and be visible in the ticket management console both to you and to the support agent.
When replying in line to a ticket via email, the prior conversation items present in the email will not be attached to the ticket.
Only the most immediate response added above the line will be included each time a response is added.
When a ticket is raised on behalf of a customer by a Webroot Customer Support Agent or raised via email, it will not have a site set to which the ticket relates and you will be required to add one. For more information, see Assigning Support Tickets.