Support Tickets

Our support ticket system allows you to get help from our team for any technical issues, billing questions, or service requests.

Accessing Support

Navigate to Dashboard → Support to view and manage your support tickets.

[Screenshot: Support page]

Opening a New Ticket

Click Open New Ticket to create a support request.

[Screenshot: New ticket button]

Ticket Form Fields

Subject

• Brief description of your issue
• Be specific and descriptive
• Example: "Cannot access Plesk" or "Domain transfer question"

Department Choose the appropriate department:

• Technical Support - Server, hosting, and technical issues
• Billing - Invoices, payments, and account questions
• Sales - Pre-sale questions and product inquiries
• General - Other inquiries

Priority

• Low - General questions, non-urgent requests
• Medium - Standard issues affecting service
• High - Urgent issues requiring quick attention
• Critical - Services down, major disruptions (used sparingly)

Related Service (Optional)

• Select the service this ticket is about
• Helps support team provide faster assistance
• Shows your services in a dropdown

Message

• Detailed description of your issue
• Include relevant information:
  • What you were trying to do
  • What happened instead
  • Error messages (exact text)
  • Steps you've already tried
  • Screenshots if helpful

Attachments (Optional)

• Upload screenshots, logs, or relevant files
• Accepted formats: images, PDFs, text files
• Maximum size: 10MB per file

[Screenshot: New ticket form]

Submitting Your Ticket

1. Fill in all required fields
2. Review your message for clarity
3. Click Submit Ticket
4. You'll receive a confirmation email
5. Ticket appears in your support dashboard

Viewing Your Tickets

The support page displays all your tickets:

Ticket List Columns

Ticket ID

• Unique identifier (e.g., #123456)
• Click to view full conversation

Subject

• Brief description of the issue

Department

• Which team is handling your ticket

Status

• Open - Awaiting staff response
• In Progress - Staff is working on it
• Waiting for Customer - Your response needed
• On Hold - Temporarily paused
• Closed - Issue resolved

Priority

• Visual indicator of urgency

Last Updated

• Most recent activity timestamp

Actions

• View - Open ticket details

[Screenshot: Ticket list]

Ticket Status Indicators

Status badges help you track ticket progress:

• Red (Open) - New ticket or awaiting staff response
• Blue (In Progress) - Staff is actively working on it
• Yellow (Waiting for Customer) - Your response needed
• Gray (Closed) - Issue has been resolved

Replying to Tickets

Adding a Reply

1. Open the ticket by clicking on it
2. Scroll to the bottom
3. Type your message in the reply box
4. Add attachments if needed
5. Click Send Reply

[Screenshot: Ticket reply form]

When to Reply

Add a reply when:

• Staff requests more information
• You have updates on the situation
• The issue persists after their suggested fix
• You have follow-up questions

Ticket Conversation

Each ticket shows the full conversation:

Message Thread

• Original ticket message at top
• Staff replies
• Your replies
• All in chronological order
• Timestamps on each message

Message Details

Each message shows:

• Sender name and avatar
• Date and time posted
• Message content
• Any attachments

[Screenshot: Ticket conversation thread]

Closing Tickets

When Staff Closes

Tickets are automatically closed when:

• Issue is resolved
• Solution is provided and confirmed
• No response from customer for 48-72 hours

Manually Closing

You can close a ticket yourself:

1. Open the ticket
2. Click Close Ticket button
3. Confirm the closure

Only close tickets when your issue is fully resolved.

Reopening Closed Tickets

If the issue returns:

1. Open the closed ticket
2. Click Reopen Ticket
3. Add a message explaining the situation
4. Ticket returns to "Open" status

[Screenshot: Reopen ticket button]

Ticket Notifications

You'll receive email notifications for:

• New staff responses
• Status changes
• Request for more information
• Ticket closure

Check your email regularly for updates or monitor the dashboard.

Ticket Filters and Search

Filter by Status

• Show all tickets
• Open tickets only
• Closed tickets only
• Specific status types

Search Tickets

• Search by ticket ID
• Search by subject
• Search by keywords in messages

[Screenshot: Ticket filters]

Response Times

Standard Response Times

• Critical - Within 1 hour
• High - Within 4 hours
• Medium - Within 24 hours
• Low - Within 48 hours

Response times are during business hours (typically faster)

After-Hours Support

• Emergency technical issues handled 24/7
• Billing and sales during business hours
• Critical tickets prioritized at all times

Best Practices for Tickets

Writing Effective Tickets

Do:

• Be specific about your issue
• Include error messages verbatim
• List steps you've already tried
• Attach relevant screenshots
• Choose accurate priority level
• Respond promptly to staff questions

Don't:

• Create duplicate tickets for same issue
• Mark everything as "Critical"
• Use tickets for general questions (use chat if available)
• Include sensitive passwords (staff never needs them)

Providing Good Information

The more detail you provide, the faster we can help:

• Service details - Which service is affected
• Time of issue - When did it start
• What changed - Recent updates or changes
• Error messages - Exact text or screenshots
• Steps to reproduce - How to see the issue

[Screenshot: Well-written ticket example]

Escalation

If you're not satisfied with the resolution:

1. Reply to the ticket explaining your concern
2. Request escalation to a supervisor
3. Our management team reviews
4. Alternative solutions provided

Ticket Archives

Access old tickets anytime:

• All tickets remain in your account indefinitely
• Use search and filters to find past tickets
• Review previous solutions
• Reference ticket IDs when needed

Multiple Service Issues

If you have issues with several services:

Option 1: One ticket per service

• Easier to track individual issues
• Faster resolution
• Clearer communication

Option 2: Combined ticket

• Appropriate if issues are related
• Mention all affected services in the ticket

Ticket Attachments

When attaching files:

Supported Types:

• Images (JPG, PNG, GIF)
• PDFs
• Text files
• Log files
• Configuration files

Best Practices:

• Compress large files
• Annotate screenshots to highlight issues
• Remove sensitive information
• Name files descriptively

[Screenshot: Attachment upload]

Priority Guidelines

Critical (Use Sparingly)

• Complete service outage
• Data loss or corruption
• Security breach
• Payment processing failures

High

• Service partially down
• Unable to access control panel
• Email not working
• SSL certificate issues

Medium (Most Common)

• Performance issues
• Configuration help needed
• Upgrade/downgrade requests
• General technical questions

Low

• General information requests
• Non-urgent feature requests
• Optimization questions
• Billing inquiries

After Issue Resolution

Once your issue is resolved:

1. Test the solution - Verify it works
2. Provide feedback - Let us know if it helped
3. Close the ticket - If satisfied
4. Reopen if needed - If issue persists

Getting Faster Help

To get quickest support:

• Choose correct department
• Provide detailed information upfront
• Include service ID if service-related
• Respond quickly to staff questions
• Set appropriate priority
• Attach helpful screenshots

Support Alternatives

Besides tickets:

• Live Chat - Instant responses during business hours (if available)
• Knowledge Base - Self-help articles
• FAQ - Common questions answered
• Community Forums - User discussions (if available)

Tips for Success

• One issue per ticket - Don't combine unrelated problems
• Follow up - Reply if issue not resolved
• Be patient - Complex issues take time
• Stay professional - Courteous communication gets best results
• Provide feedback - Help us improve our service

Our support team is dedicated to helping you succeed. Don't hesitate to reach out whenever you need assistance!