Add more information, pictures or attachments to a Huddly Support ticket

You and any added participant in a Huddly Support ticket can add details to the ticket at any time, such as screenshots, photos of the setup, logs, serial numbers or videos. There are two ways to do this.

Option 1: Comment in the Help Center

• Open the ticket (see steps 1-2 here)
• Under Activity, select Add a comment.
• Type your update. To attach a file, select the Add image, video, or file icon in the toolbar, or drag and drop the file into the comment box.
• Select Save.

Option 2: Reply to the notification email

Reply to any email you received about the ticket. Your message and any attachments are added to the ticket as a comment. Keep the ticket reference (for example, SUPPORT-1234) in the subject line so the reply goes to the right ticket.

Tip: For technical issues, include the camera serial number, firmware version and logs. This helps us resolve your case without escalation.

What participants can do

To remove a participant, open the ticket, hover over their name under Shared with, and select the remove (x) option.

Troubleshooting

• I can't see +Share.
  Make sure you are signed in with the account that raised or was added to the ticket. Resolved or closed tickets may not allow changes.
• Can’t populate their email.
  Type their full email address. If they still don't appear, they may not have a Help Center account or may be outside the allowed organizations. Reply on the ticket via your email and ask Huddly Support to add them.
• The participant isn't getting emails.
  Ask them to check spam and confirm notifications are on in their Help Center profile.

Still stuck? Add a comment on your ticket and our Support team will add the participant for you.