Replies, statuses and closing tickets
How to follow the conversation, what the statuses mean, how to close a ticket and why you should not reply to the notification email.
On this page
The page of a support ticket (blackbox.md/account/tickets/…, “Contul meu” (My account) → “Ajutor și suport” (Help and support) → the ticket's row) shows your conversation with the support team and the ticket's status. This is also where you reply, and where you close the ticket when you no longer need it.
Available to: any customer signed in to blackbox.md. Each account sees only the tickets opened from it. Tickets are not available in the app.blackbox.md panel.
The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.
How to follow the conversation
- Sign in to blackbox.md and click “Cont client” (Customer account) in the top bar (on a phone, the circle with your initials).
- In the account menu, click “Ajutor și suport” (Help and support). On a phone, open “Meniu cont” (Account menu) first. The “Tichete de suport” (Support tickets) page opens, with the columns “#”, “Subiect” (Subject), “Statut” (Status) and “Actualizat” (Updated), which shows the date of the last message. The tickets with the most recent messages are at the top of the list.
- Click the ticket's row. The ticket page opens.
On the ticket page you see:
| Element | What it shows |
|---|---|
| The path “Contul meu / Tichete / #N” (My account / Tickets / #N) | Where you are. The “Tichete” (Tickets) link takes you back to the list. |
| “#N” and the status label | The ticket number and its current status (see the table below). |
| The title | The ticket subject. |
| The conversation | All messages, from oldest to newest, each with its date and time. Your messages are signed “Dvs.” (You), and the team's messages “Echipa de suport” (Support team). |
| The “Scrieți un răspuns…” (Write a reply…) field | Where you type your reply. Below it are the “Trimite” (Send) and “Închide tichetul” (Close ticket) buttons. On a closed ticket, a message appears in their place (see “How to close a ticket” below). |
How to reply
- Open the ticket page.
- Type your message in the “Scrieți un răspuns…” (Write a reply…) field. A message can be at most 10,000 characters long.
- Click “Trimite” (Send). While the message is being sent, the button shows “Se trimite…” (Sending…).
- The message appears at the end of the conversation, signed “Dvs.” (You), and the field is cleared. The status changes to “Așteaptă echipa” (Awaiting the team).
The “Trimite” button is inactive while the field is empty. You can send text only: you cannot attach files, so paste log excerpts or error text directly into the message.
Ticket statuses
| Status | What it means | Who changes it | What to do |
|---|---|---|---|
| “Deschis” (Open) | A new ticket; the team has not replied yet. | Set automatically when you open the ticket. | Wait for the reply. In the meantime, you can add details. |
| “Așteaptă răspunsul dvs.” (Awaiting your reply) | The team has replied and is waiting for information or a confirmation from you. | Automatically, each time the team replies. | Read the reply and answer it on the ticket page. |
| “Așteaptă echipa” (Awaiting the team) | The last message is yours. | Automatically, each time you reply. | Wait for the team's reply. |
| “Rezolvat” (Resolved) | The team considers the problem resolved. | The support team. | If the problem persists, reply. If it is resolved, you can close the ticket. |
| “Închis” (Closed) | The conversation has ended; you can no longer write in the ticket. | You, with “Închide tichetul” (Close ticket), or the support team. | For a new problem, or one that has come back, open a new ticket. |
The “Deschis” label is blue, the two “Așteaptă…” labels are yellow, “Rezolvat” is green and “Închis” is gray. If you reply to a ticket marked “Rezolvat”, it reopens: the status becomes “Așteaptă echipa”. Only the support team can reopen a ticket marked “Închis”. Tickets do not close automatically, not even “Rezolvat” ones: either you or the team closes them.
How to close a ticket
You can close a ticket in any status except “Închis” (Closed).
- On the ticket page, click “Închide tichetul” (Close ticket).
- The “Închideți tichetul?” (Close the ticket?) dialog opens, with the text “Închideți acest tichet? Îl puteți redeschide oricând răspunzând la el.” (Close this ticket? You can reopen it at any time by replying to it.)
- Click “Închide tichetul” to confirm, or “Anulează” (Cancel) to change your mind. While the ticket is being closed, the “Închide tichetul” button on the page shows “Se închide…” (Closing…).
- The status changes to “Închis”. In place of the reply field, you see the message “Acest tichet este închis. Pentru a relua discuția, deschideți un tichet nou.” (This ticket is closed. To resume the discussion, open a new ticket.)
No email is sent when a ticket is closed. If you want to leave a final explanation, send it as a reply before you close the ticket.
Warning Despite what the dialog says, a closed ticket cannot be reopened by replying to it: the reply field disappears. If the problem comes back, open a new ticket and mention the old ticket's number in it, for example “Follow-up to #42”. See Opening a support ticket.
Email notifications
You receive an email only when the team replies to your ticket.
| Event | Email to you |
|---|---|
| You open a ticket | No |
| You reply to the ticket | No |
| The team replies | Yes |
| The team marks the ticket “Rezolvat” (Resolved) or closes it | No |
| You close the ticket | No |
The email comes from “BlackBox” and is sent to the email address of your blackbox.md account. The subject is “[Ticket #N]” followed by the ticket subject, for example “[Ticket #42] I can't connect via SSH”. The email contains the sentence “Ați primit un răspuns nou la tichetul dumneavoastră de suport.” (You have received a new reply to your support ticket.), the ticket number and subject, the full text of the reply, and the “Vezi conversația” (View the conversation) button, which opens the ticket page. If you are not signed in, the sign-in page opens first, then the ticket.
The email is always in Romanian, and the button opens the Romanian version of the website. For the Russian interface, click “RU” in the site header: the same ticket opens in Russian.
If the email has not arrived (check your Spam folder too), the team's reply is still on the ticket page.
Important Do not reply to the notification email. A message sent by email does not reach the ticket. Always write on the ticket page: use the “Vezi conversația” button in the email, or go to “Contul meu” (My account) → “Ajutor și suport” (Help and support).
Limits and error messages
You can send at most 20 replies per hour, in total across all the tickets in your account. Rejected attempts also count, so once you reach the limit, do not keep retrying: wait an hour. For new tickets, the limit is 5 per hour (see Opening a support ticket).
| Message | What it means | What to do |
|---|---|---|
| “Rate limit exceeded — try again later” | You have reached the limit of 20 replies per hour. The message appears in English. | Wait an hour. For urgent matters, call support. |
ticket_closed |
The ticket was closed before your reply was sent: by you, from another tab, or by the team. | Copy the text from the field, reload the page and open a new ticket that mentions the old ticket's number. |
already_closed |
The ticket was already closed. | Reload the page. You do not need to do anything else. |
| “Nu am putut trimite mesajul. Încercați din nou.” (We could not send the message. Please try again.) | Your reply was not sent. | Try again. If the error persists, contact support. |
| “Nu am putut închide tichetul.” (We could not close the ticket.) | The ticket was not closed. | Reload the page and try again. |
| “Tichetul nu a fost găsit.” (Ticket not found.) | The ticket does not exist, or it was opened from another account. | Check that you are signed in with the account you opened the ticket from. |
| “Eroare la încărcare.” (Loading error.) | The page could not be loaded. | Reload the page in a few moments. |
How long tickets are kept
- Closed tickets are permanently deleted, with all their messages, 2 years (730 days) after they are closed.
- If you delete your account, your ticket subjects and the text of your messages are erased. See Deleting your account.
- To keep a copy of your conversations, download the file with “Descarcă datele mele” (Download my data) in the “Datele mele” (My data) card: it contains all your tickets, with their messages. See Downloading your data (“Datele mele”).
Frequently asked questions
I closed a ticket by mistake. Can I reopen it? Not from your account: only the support team can reopen a closed ticket. Open a new ticket and mention the number of the closed one.
The team marked my ticket “Rezolvat” (Resolved), but the problem persists. Reply on the ticket page. The ticket reopens automatically with the status “Așteaptă echipa” (Awaiting the team).
I didn't get any email after opening a ticket. Is that normal? Yes. An email arrives only when the team replies. You can see the current status at any time in “Ajutor și suport” (Help and support).
A colleague has their own account. Can they see my tickets? No. Each blackbox.md account sees only the tickets opened from it. Your colleague can open a ticket from their own account and mention your ticket's number in it.
How quickly does the team reply? No response time is published for tickets. For urgent matters, call +373 78 003948, Monday–Friday, 09:00–18:00 (Moldova time). All channels: How to contact BLACKBOX support.