If you are trying to find a Redis Support ticket, use My Requests in the Redis Support Portal instead of searching for the ticket number in the Help Center search bar.
The Help Center search bar helps you find support articles. To view ticket details, check the ticket status, read updates, or reply to Redis Support, sign in to the Redis Support Portal and open My Requests.
Quick Fix
| What you tried | What to do instead |
|---|---|
| You searched for a ticket number in the Help Center search bar. | Sign in to the Redis Support Portal and open My Requests. |
| You want to check whether Redis Support replied. | Open the ticket from My Requests and review the latest update. |
| You want to reply to Redis Support. | Reply directly in the ticket thread in the Redis Support Portal. |
| You cannot find a ticket you opened. | Sign in with the same email address you used when submitting the ticket. |
| You cannot find a ticket someone else opened. | Ask the original requester to add you as a CC. You may not be able to see tickets opened by teammates unless you are included on the ticket. |
Find your ticket
1. Open My Requests
After signing in to the Redis Support Portal, open My Requests from your Support Portal profile.
This is where you can view support tickets associated with your account.
You can usually see:
- Tickets you opened in My Requests
- Tickets where you were added as a CC in Requests I am cc'd on
You may not see tickets opened by other people at your company unless you were added to the ticket.
2. Find the ticket
In My Requests, look for the ticket number from your support notification.
If you do not see the ticket number, look for:
- The ticket subject
- The date the ticket was opened
- The product or deployment mentioned in the request
- The most recent Redis Support reply
3. Open the ticket
Open the ticket to review:
- The current ticket status
- The latest reply from Redis Support
- Any information Redis Support requested from you
- The next action needed from you or your team
4. Reply to the ticket
To continue working with Redis Support, reply in the existing ticket thread in the Redis Support Portal.
Replying in the existing ticket helps keep the full troubleshooting history in one place and avoids creating duplicate support requests.
Why searching by ticket number does not work
The Help Center search bar is designed to help you find articles, not open private support tickets.
Support tickets are only visible after you sign in to the Redis Support Portal. This helps protect ticket details, customer information, logs, screenshots, and troubleshooting history.
If you searched for a ticket number and landed on this article, your next step is to sign in to the Redis Support Portal and open My Requests.
If you still cannot find the ticket
Check the email address
Make sure you signed in with the same email address used to open the ticket.
If the ticket was submitted with a different address, sign in with that account instead.
Check whether someone else opened the ticket
If a teammate opened the ticket, you may not be able to see it automatically.
Ask the person who opened the ticket to add you as a CC, or ask Redis Support to add you to the ticket.
Check your ticket details
If you have the original support notification or ticket details, use them to confirm:
- The ticket number
- The ticket subject
- The email address used to submit the ticket
- Whether another teammate opened the request
Related articles
When you need to open a new case, see Submitting a Support Ticket.
If you need to understand what happens when a ticket is solved or closed, see Understanding Solved and Closed Redis Support Tickets.
If you need response-time or support-plan details, see Contacting Support: Hours and Availability.
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