Support tickets
Ask your provider for help, and follow the conversation until it is sorted.
Opening a ticket
- Click Support in the sidebar.
- Click New Ticket.
- Fill the form in.
- Click Submit Ticket.
The form
| Field | Notes |
|---|---|
| Subject | Required. A short summary. The counter under the box shows how many characters you used, out of 255. |
| Category | Required. Pick the closest match. Your provider sets the list. |
| Priority | Low, Medium, High, or Urgent. Medium is the default. |
| Message | Required. Describe the problem. The counter shows your character count. |
| Attachments | Optional. Click Add attachments to pick files. |
The helper text under the attach button gives your limits, such as Max 5 files, 10MB each, and the file types your provider allows.
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There is no field for a server, a service, or an order. Write the server name into your message so your provider knows which one you mean.
If something is wrong, a red message appears above the form. It names the problem, for example Subject must be at least 3 characters.
Your tickets
The Support page lists your tickets, newest reply first.
Filter with the status tabs: All, Open, Awaiting Reply, In Progress, Waiting on Customer, Waiting on Staff, On Hold, Resolved, and Closed.
Each row shows the subject, the status, the priority, the category, when it was last replied to, and how many messages it holds.
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There is no search box on this page. Use the status tabs to narrow the list.
Statuses
| Status | What it means for you |
|---|---|
| Open | Your ticket is in the queue. |
| Awaiting Reply | Your provider replied. |
| In Progress | Somebody is working on it. |
| On Hold | The work is paused on something outside the support team. |
| Waiting on Customer | Your provider needs more from you. Reply to move it on. |
| Waiting on Staff | Your reply landed. The ticket is back with your provider. |
| Resolved | Your provider thinks the problem is fixed. You can still reply. |
| Closed | The ticket is finished and locked. |
Reading and replying
Click a ticket to open the thread. Your messages sit on the right. Staff messages sit on the left with a Staff badge.
The page refreshes on its own every ten seconds, so a new reply appears without a page reload.
To reply:
- Type into the box at the foot of the page.
- To send a file, click Attach Files. Each file appears as a chip that you can remove.
- Click Send Reply, or press Ctrl and Enter together.
Images in the thread show in place, with a Save link. Other files download when you click them.
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Staff sometimes leave notes on a ticket for each other. You never see those. Everything on your screen is meant for you.
Closing and reopening
Click Close Ticket to finish a ticket yourself.
This is one click, and it is final for you
The panel does not ask you to confirm, and there is no reopen button. A closed ticket shows this notice in place of the reply box:
This ticket has been closed. No further replies can be added.
Only your provider can open it again. Raise a new ticket if you need to carry on.
A Resolved ticket is different. It is not locked. If the problem comes back, reply to it and the ticket goes back into the queue.
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If you are not sure the fix worked, leave a resolved ticket alone. Do not close it.
Your provider can close a resolved ticket for you after a set time. Ask them what that time is.
Billing and sales tickets
The billing area has its own Support page. It shows only the tickets you raised in the billing and sales categories. The New Ticket button there opens the same form.
Notifications
Go to your Notification Preferences page to control the alerts.
- Support Tickets under In-App Notifications turns panel alerts on and off.
- Enable Email Notifications turns ticket email on and off.
- Email Digest groups the email. Pick None - Send immediately, Daily digest, or Weekly digest.
Click Save Preferences.
Access while suspended
Tickets keep working while your account is suspended. The suspension page says so:
Think this is wrong? Open a ticket. Support tickets still work while suspended.
Next steps
- Account and security for your notification preferences
- Billing for invoices, credits and services