How to check the status of an open Support ticket

If you've already been in touch with Support and have an open ticket, contacting us again by any means does not mean your issue will get resolved sooner. Our technical support team work through tickets in chronological order and will be in touch as soon as they can to help you out.

What do we mean when we say 'Support'? See below.

In the meantime, you can log into our support platform, Zendesk, to check on the status of your ticket:

  1. Log into your Zendesk account on the MetaMask support page. The URL should read: metamask.zendesk.com/hc/en-us. Make sure you're in the right place! You should have received an email to create an account for the platform when your ticket was opened.
  2. Find the account icon in the top right of the page.

    Screenshot_2022-02-23_at_16.13.59.png

    Click on it and hit 'My activities' in the drop-down menu:

    Screenshot_2022-02-23_at_16.15.28.png

  3. On this page you'll be able to see your open support tickets listed under the 'Requests' tab:

    Screenshot_2022-02-23_at_16.18.13.png

This is the only place that you can check on your ticket status. Our Support Twitter account, for example, will not and cannot get in touch with you on Twitter.

MetaMask Support structure

MetaMask Support consists of three main elements: the helpdesk, technical support, and the Community page. All three are accessible via this site -- our Support page. Typically, you might first interact with the Community--potentially accessing some of our articles too--before getting in our touch with our helpdesk. Depending on your problem, helpdesk may elevate your case to technical support. The tickets described in this article relate solely to support provided by the technical support team. 

Let's break this down. To start with, what is technical support?

We use this term for our staff who will help you with tickets via email, and usually concerning particularly complex issues or matters relating to security and loss of funds. You cannot contact technical support without being referred.

Technical support is distinct from helpdesk agents. They handle the majority of Support cases, and you can get through to them through the Start a Conversation button on our Support homepage after answering a few questions that help us gather details. Helpdesk agents do not work via email, but solely through the window that opens when you click the Start a Conversation button.

Additionally, posting on our Community page does not mean you have opened a ticket.

If you originally got in contact with us through the conversation window, or you posted on the Community forum, this does not mean you have an open ticket. The steps described above therefore won't apply. 

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