Follow a ticket and know when a reply has arrived
A reply from support (or from the assistant) can be spotted in the app: a small numbered badge flags the replies you have not read yet.
Step 1 : Spot the badge
The numbered badge shows on “Help & support” in the left-hand menu, on the header's help icon and on the “Help & support” line of the “More” menu on a phone. It counts the unread replies on your tickets. It disappears once the ticket is opened.
Step 2 : Open the list of your requests
In “Help & support”, the “My requests” card lists your tickets. The “Open” (default), “Resolved” and “All” chips filter the list. A line carries the “New” label when it contains an unread reply.
Step 3 : Read the status
Each ticket is “Open”, “In progress” or “Resolved”. Its reference, in the form #TK-XXXXXX, is easy to quote over the phone.
Step 4 : Open the ticket and read the reply
Tap the line: the conversation thread appears, with each message's author and age.
Step 5 : Reply
Write in “Reply” then tap “Send”. The Enter key also sends; Shift+Enter starts a new line.
Good to know
- A resolved ticket that receives a new reply stays visible under “Open”: a reply is never hidden behind a filter.
- The badge only counts the tickets you opened yourself, and updates regularly and when you return to the app.
- If the list does not load, KALEA shows "Unable to load your requests right now.": try again a little later.
- In the thread, your messages are signed "You", the team's "KALEA Support". See also the AI assistant and "Talk to a person".
A question?
Can't find the answer? In the app, open “Help & support” and write to us: the team replies in the same screen. You can also email support@kalea.pro.