How to Open a Support Ticket

Need help? {{COMPANY_NAME}} support is here for you. This guide shows you how to create a support ticket for the fastest resolution.

Creating a Ticket

1. Log in at {{SUPPORT_URL}}.
2. Click Support in the left sidebar.
3. Click Open New Ticket or Create Ticket.

[screenshot: Support page with Open New Ticket button]

1. Fill in the ticket form:

- Department: Select the most relevant department (Billing, Technical, Sales, etc.).

- Subject: A brief, clear description of your issue.

- Priority: Low, Medium, High (use High only for service-down emergencies).

- Related Service: Select the hosting/domain service related to your issue.

- Message: Detailed description of your issue.

1. Click Submit Ticket.

Writing an Effective Ticket

Do Include

• What happened — describe the issue clearly.
• When it happened — date and time.
• What you expected — what should have happened.
• Error messages — copy the exact text.
• Screenshots — attach if possible.
• Steps to reproduce — how can we see the issue.
• What you have tried — any troubleshooting you have done.

Example of a Good Ticket

Subject: Website showing 500 error since 10 AM today

>

Hi, my website yourdomain.com has been showing a 500 Internal Server Error since approximately 10:00 AM IST today. I have not made any changes. The error appears on all pages. I checked the error log in cPanel and saw "PHP Fatal error: Allowed memory size exhausted". Could you please check? Thanks.

Example of a Less Helpful Ticket

Subject: My website is down

>

Please fix my website.

Tip: The more detail you provide upfront, the faster we can resolve your issue — often without needing to ask follow-up questions.

Tracking Your Ticket

1. Go to Support > My Tickets.
2. You will see all your tickets with their status:

- Open — submitted, awaiting response.

- In Progress — being worked on.

- Answered — we have replied, awaiting your response.

- Closed — issue resolved.

1. Click a ticket to view the conversation and add replies.

Replying to a Ticket

1. Open the ticket.
2. Type your reply in the message box.
3. Attach any additional files if needed.
4. Click Reply.

Response Times

Tip: Billing and account issues are typically resolved faster. Technical issues involving server investigation may take longer.

Related Articles

• How to Navigate the Client Portal Dashboard

Need help? Contact our support team at {{SUPPORT_URL}}/client/support.