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

Fill in all required fields

Review your message for clarity

Click Submit Ticket

You'll receive a confirmation email

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

Open the ticket by clicking on it

Scroll to the bottom

Type your message in the reply box

Add attachments if needed

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:

Open the ticket

Click Close Ticket button

Confirm the closure

Only close tickets when your issue is fully resolved.

Reopening Closed Tickets

If the issue returns:

Open the closed ticket

Click Reopen Ticket

Add a message explaining the situation

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:

Reply to the ticket explaining your concern

Request escalation to a supervisor

Our management team reviews

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:

Test the solution - Verify it works

Provide feedback - Let us know if it helped

Close the ticket - If satisfied

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!