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Help & support tickets

Opening a support ticket from the Buyer Desk, reading Exportain's replies, adding files, and closing or reopening a ticket — with numbered screenshots.

Last checked: 1 October 2026

Contents
  1. When to open a ticket
  2. Your tickets
  3. Opening a new ticket
  4. Replies, solving and reopening
  5. Frequently asked questions (FAQ)

When to open a ticket

Open a ticket when something blocks you: a quotation you can't accept, a payment question, a supplier you are worried about, or a page that doesn't work. Every reply stays on the ticket, so nothing gets lost.

Your tickets

The Help & support page: New ticket button, status filters and a ticket
  1. 1. New ticket — open a ticket for a new problem.
  2. 2. Status filters — Open, Waiting for you, Resolved, Closed, All. Waiting for you means support needs your answer; look at those first.
  3. 3. Each ticket shows its number (EXP-SUP-…), subject and status (Received, In progress and so on). Click it to read the conversation.

Opening a new ticket

Step one of a new ticket: choosing what you need help with
  1. 1. Where you are in the form (for example Step 1 of 4).
  2. 2. What do you need help with? — pick the closest subject, such as Payments, Quotations or Supplier safety. The right subject sends the ticket to the right team.
  3. 3. Next — go on to the next step.
  1. For some subjects you are asked which issue is closest and which record it is about (an RFQ, an order). Not sure? Press Skip.
  2. Describe the problem — a one-line Subject, then what you were trying to do, what you expected and what happened instead. Copy any error message exactly.
  3. Add screenshots or files — optional, but a screenshot usually gets a faster answer.
  4. Check and send — review it and press Send ticket. You get a ticket number.

Replies, solving and reopening

  • When support replies you get a notification and an email. The email carries only the ticket number, subject and status — read the reply in the portal.
  • Answer in Your reply on the ticket; Add files attaches images, PDF, Word, Excel or text files (up to 10 MB each, 5 per message).
  • When your problem is fixed, press My problem is solved.
  • For 7 days after a ticket is resolved you can reply or press Reopen; after that it closes. From a closed ticket you can start a follow-up.

Frequently asked questions (FAQ)

How many tickets can I open?
Up to 5 new tickets an hour and 20 a day from one account, and up to 20 open at once for a company. Reply on an existing ticket rather than opening a new one for the same problem.