Where do I read the agent's reply to my ticket?

Replies from our support agents are delivered directly to the email address registered with your Karo Simple login. Make sure to check your inbox (and spam/promotions folder).

How do I reply to a resolved ticket if I still need help?

Simply reply directly to the resolution email you received. Your response will automatically reopen the ticket in our system.

Can I delete old tickets from my history?

Ticket history is preserved permanently for your account audit trail and cannot be manually deleted.

🛟Help, Support & Bug Reporting

Tracking Ticket History, Lifecycle Statuses & Viewport Mode

Monitor your past support requests, understand ticket statuses (Pending, Ongoing, Resolved, Closed), and resolve viewport mode restrictions.

Last updated on Sep 2, 2026• Verified for Karo Simple v2

#Monitoring Your Support Requests in Real Time

Whenever you submit a question or support request, it is cataloged inside your account. You never have to worry about an inquiry getting lost in an email inbox. The "My Ticket History" tab acts as an open log of every request you have ever made.

#Understanding the 4 Ticket Lifecycle Statuses

Every ticket in your history displays a status pill showing where it stands in our resolution process:

PENDING (Yellow Badge): Your ticket has been received and is queued for support review. No action is required from you.
ONGOING (Blue Badge): A support specialist is actively researching your inquiry or testing the behavior. If additional details are needed, they will email you.
RESOLVED (Green Badge): The issue has been corrected or your question has been answered. Check your registered account email for the full response.
CLOSED (Gray Badge): The ticket has been formally closed with no further follow-up required.

📸 Visual Guide: Screenshot 3 - My Ticket History Table with Status Badges

The My Ticket History view displaying ticket subjects, dates, and statuses. 🔍 What is shown: • Table listing ticket Subject, Submission Date, and Status. • Color-coded badges for PENDING (yellow), ONGOING (blue), and RESOLVED (green). • Pagination controls at the bottom showing page 1 of 3.

#Resolving the "Viewport Mode" Restriction

Occasionally, you may open Help & Support and notice a yellow warning banner stating: "Support tickets cannot be raised while in viewport mode", with the Contact Support tab grayed out or hidden.

What is Viewport Mode? If your account is managed by an agency partner or if you are viewing a client business profile as an agency operator, you are currently in "Viewport Mode" (acting on behalf of another entity).
How to Fix It: To raise a personal ticket, simply click the "Exit Viewport" button in the top navigation bar to return to your primary account dashboard. Re-open Help & Support, and the Contact Support form will be fully available.

📸 Visual Guide: Screenshot 4 - Viewport Mode Alert Banner

The viewport warning notification banner. 🔍 What is shown: • Yellow informational banner: "Support tickets cannot be raised while in viewport mode". • "Exit Viewport" top navigation button highlighted.

Avoid Submitting Duplicate Tickets

If your ticket is in PENDING status for 24 hours, our team is likely experiencing high queue volume. Submitting duplicate tickets about the same problem merges requests and slows down response times. Rest assured that tickets are processed in strict chronological order.

#Frequently Asked Questions

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