Introduction
When you submit a request to the FME Support Center, a ticket is created in our support system. You may need to update your ticket to add more information, respond to a question from our support team, upload a file, or check its status. This article covers the ways you can do that.
To ensure your request is properly logged and routed to the right team, please only submit new tickets through support.safe.com
Reply to the Email Notification
The easiest way to update your ticket is by replying directly to the email notification you received when your ticket was created or when a support agent responded.
- Open the email from Safe Software Support in your inbox.
- Click Reply.
- Type your update, additional details, or response in the email body.
- Attach any relevant files if needed.
- Send the email.
Your reply is automatically added as a comment on your support ticket.
Keep all replies in the same email thread so your message is linked to the correct ticket — starting a new email may create a separate ticket.
Use the FME Support Center
You can also update your ticket by signing in to the FME Support Center directly.
- Go to support.safe.com and sign in with your Safe Software account credentials.
- Click My Tickets (or My Requests) from the top navigation or your profile menu.
- Locate and click the ticket you want to update.
- Scroll to the Add to conversation section at the bottom of the ticket.
- Type your comment or update in the text box.
- Attach any files, if needed, using the attachment icon.
- Click Submit to save your update.
If you don't have a login yet, you can register at support.safe.com using the same email address you used when submitting your ticket.
What to Include
When updating your ticket, you can include any of the following:
- Additional details about your issue or question
- Steps you have already tried
- FME log files (.log) or workspace files (.fmw, .fmwt)
- Screenshots or screen recordings showing the problem
- The full text of any error messages
- Your FME version and operating system
Sharing this detail upfront — your FME version, operating system, and the exact error message — helps our team resolve your issue faster. For more guidance, see How to Create a Great FME Form Support Case or How to Create a Great FME Flow Support Case.
Checking Your Ticket Status
You can check your ticket's status at any time through the FME Support Center. Tickets are assigned one of the following statuses:
| Status | Meaning |
|---|---|
| Open | Your ticket has been received and is being reviewed by our support team. |
| Pending | Our team has responded and is waiting on more information from you. Reply to keep your ticket active. |
| On Hold | We are waiting on a third party or investigating further. No action is needed from you at this time. |
| Solved | The issue has been resolved. You'll receive an email confirmation. If the issue isn't fully resolved, you can reopen the ticket by replying. |
| Closed | The ticket has been closed. Contact support to open a new ticket if the issue returns. |
Reopening a Solved or Closed Ticket
If your ticket was marked Solved but the issue has returned or wasn't fully resolved:
- Reply to the original ticket notification email within 10 days to reopen the ticket automatically.
- Or sign in to the FME Support Center, find the solved ticket, and click Reopen (if available).
Conclusion
Whether you reply by email, update your ticket through the FME Support Center, or reach out directly, keeping your ticket updated with the ticket number and relevant details helps our support team resolve your issue as quickly as possible. If you have any other questions, visit the FME Support Center or the FME Community.