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Reply to my ticket

Add a reply to one of your own tickets from the ticket conversation. The text is mandatory, attachments are optional and must have been uploaded successfully before sending. If the ticket was resolved or closed, the reply automatically reopens it as open.

In this article

Use this guide when an authenticated user needs to expand a help ticket without creating another case. The reply is written from the ticket detail and becomes part of the same conversation.

In Harbor Demo Group, the example is documented from My tickets for Harbor Soho. For captures, the documentation runtime must prepare an own ticket because the GB environment does not ship a pre-seeded help USER_REPORT_ID.

Before you start

  • Signed in to the application.
  • An own ticket available from Reports and feedback > My tickets > View conversation.
  • If the reply includes attachments, every file must finish uploading before sending.
  • For reopening captures, prepare in the documentation runtime an own ticket in the resolved or closed state.

Instructions

  1. 1.

    Open My tickets

    From the user menu, enter Reports and feedback and open My tickets. Select the ticket row or use View conversation to reach /my-reports/{reportId}.

  2. 2.

    Review the conversation

    Check that the ticket corresponds to the case you want to expand. The detail shows the initial message, later replies, the ticket status and the Info action.

  3. 3.

    Write the reply

    Use the bottom composer to write the reply. The text is trimmed before sending and an empty reply, or a reply made only of attachments, is not allowed.

  4. 4.

    Add optional attachments

    If you need to provide context, add images, PDF, Word or text from the attachments control. Wait for every file to finish uploading; the message will only send their file_id.

  5. 5.

    Send the reply

    Press Send reply. The application sends POST /api/app/me/reports/{reportId}/messages with body and, where applicable, attachment_file_ids.

  6. 6.

    Confirm the result

    After a successful send, the conversation refreshes, the new message appears identified as You, the composer is cleared and the My tickets list is updated.

  7. 7.

    Keep reopening in mind

    If the ticket was resolved or closed, replying automatically changes it to open. If it was open or in_progress, it keeps its status and only the activity is updated.

Validations and limits

  • Only the owner of the user-report can load the detail and reply to it.
  • body is mandatory after trimming whitespace on the frontend and backend.
  • The message allows at most 5 attachments; the UI limits visible files to 10 MB per file.
  • Attachments must exist as already uploaded file-meta; no binary is sent in the message.
  • The user cannot set author_role, author_user_id, status, resolved_at, created_at or updated_at from the payload.
  • If any attachment is still uploading or failed, sending is blocked.
  • Invalid JSON on POST /api/app/me/reports/{reportId}/messages returns a payload error; methods other than POST are not allowed.
  • Replying to a resolved or closed ticket reopens it as open and clears resolved_at.

Expected result

The ticket conversation is updated with a reply from the user, support receives an internal user_report_replied notification and the ticket becomes open again if it was resolved or closed.

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