How a ticket works — from question to answer

The life of a ticket

Every question you send us lives in a ticket: a private, permanent conversation between you and the analysis team.

Stage	What it means
Open	You created the ticket; the team has been notified by email.
Answered	The team replied — check your inbox for the notification.
Pending	You replied back; the ball is in the team’s court again.
Resolved	The team believes your question is answered. You can still reply, which reopens it.
Closed	The conversation is archived by the team.

Attachments: any file type is accepted — PDFs, sequencing files (VCF, MAF, FASTQ), spreadsheets, images, even ZIP archives. Click a file chip to preview it, or use the download link to save it.
Email links: notification emails contain a secure one-click link that signs you in and opens the right ticket directly — no password needed.
Nothing is ever lost: messages and files cannot be edited or deleted by anyone, including us. Your case record is immutable by design.
Rate your experience: once the team has responded you can leave a star rating, and update it later if your impression changes.
Priorities: choose Critical only for time-sensitive, treatment-gating questions — see the article on priorities and response times for the full table.