📌 Overview
After a platform migration, some customers find that earlier support conversations or escalated tickets no longer appear in their view. If you had an open request and can't see it anymore, this article explains what to do, how to get a status update quickly, and what to try on your own while you wait.
A conversation missing from your view doesn't necessarily mean your request was closed or forgotten. The fastest way to confirm the status is to ask our team directly, using the steps below.
❓ Why Can't I See My Previous Conversations?
Support history can be hard to find after a migration. Common reasons include:
- Older conversations may not display in the chat widget after the move to the new setup.
- You may be signed in with a different email address or user account than the one you used to open the original ticket.
- You may be viewing a different workspace, project, or client account than the one the ticket was linked to.
- Escalated tickets may be tracked by our team separately from the chat history you can see.
Before contacting us, it's worth checking that you're signed in to the correct account and looking at the correct project.
🚀 How to Get a Status Update on an Escalated Ticket
- Sign in to the Search Atlas platform with the same account you used when you first reported the issue.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Tell them you are following up on an earlier ticket that is no longer visible after the migration.
- Share the details listed in the next section so we can locate your request without delay.
📝 Information to Include in Your Message
The more detail you provide, the faster we can match your message to the original ticket. Please include:
- The topic of each ticket. For example, a Google Ads issue or changes not publishing to a website.
- The approximate date you opened each ticket.
- The account email you used when you opened it.
- The project or website name and domain, if the ticket was about a specific client site.
- What you were told so far, such as any troubleshooting steps or a promised follow-up.
- Screenshots or error messages, if you still have them.
If you had more than one open ticket, list each one separately. This helps us give you a clear status on every request instead of just one.
🛠️ Changes From OTTO Not Appearing on Your WordPress Site
One common reason for these tickets is OTTO changes that don't appear on a connected WordPress site. While you wait for an update, you can check the following:
- Confirm the right site is selected. Make sure you are working in the project for the correct client website.
- Check that the changes were approved or deployed. Confirm the changes show as applied or published in OTTO, not just suggested.
- Review your WordPress connection. If the connection looks disconnected or shows an error, reconnect it and try again.
- Clear your caches. Clear any caching plugin, hosting cache, or CDN cache on the WordPress site, then reload the page in a private browser window.
- Check security or firewall plugins. Some security tools block outside connections. Review any recent blocks or alerts on the site.
- Look at the live page, not the editor. View the public page itself, since changes may not be visible inside the WordPress editor.
If the changes still don't appear, note which pages are affected and what you see. Give those details to our team in chat.
📊 Google Ads Issues
If your other ticket was about Google Ads, these checks can help while you wait:
- Confirm that your Google account is still connected in the platform.
- If the connection looks broken or expired, disconnect and reconnect the account.
- Check that the Google Ads account you need is the one selected in the correct project.
- Write down any error message exactly as it appears, or take a screenshot.
💡 Tips to Avoid Losing Track of Support Requests
- Save a screenshot or copy of key details whenever you open a support request.
- Use the same account to follow up on a request.
- Mention the domain or project name in every message so our team can find it quickly.
- Keep separate issues in separate conversations so each one gets a clear status.
🙋 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.