Open a support ticket

A support ticket is a written conversation with our team about one issue. Open one when something is broken, when you have a billing question, or when you want us to change something for you.

You need the Access Support permission to open tickets. The account owner always has it.

Open a ticket

1. In the side menu, under Support, select Support Desk.
2. Select New Ticket. The Ticket Details form opens.
3. Under Department, select the card closest to your issue. Each card names a team and says in one line what it handles. Picking the right one gets your ticket to the right engineers faster.
4. If the department you chose has a Priority field, choose Low, Medium, High or Emergency. It starts on Medium. Keep Emergency for a service that is down right now.
5. Optional: under Related Service, choose the service the ticket is about. Services are grouped, for example Managed Plans, Application Hosting, WordPress Hosting and Licenses. Leave it on None if the ticket is about your account in general.
6. In Subject, write a short summary, for example “Cannot reach web-01.example.com after a resize”. Keep it under 250 characters.
7. In Message, describe the issue. Say what you see, which service it affects, and when it started.
8. Optional: if the form shows Attachments, drag files onto the box or select Choose Files. The box tells you which file types are accepted, the size limit per file and the maximum number of files.
9. If the department asks for more information, fill in the fields under Additional Details.
10. Select Submit Ticket.

The Tips For Faster Support card beside the form repeats the main advice: be specific, pick the right department and set the priority honestly.

What you see afterwards

You see Ticket submitted. and the ticket’s own page opens. Our replies appear there, and we also email you when we answer. See Follow a support ticket.

A ticket you open about a managed plan is linked to that plan. It also appears on the plan’s Support History tab. See View a Managed Services plan.

If something goes wrong

• Choose a department., Enter a subject. or Describe your issue. means a required field is empty. Fill it in and submit again.
• These Files Were Not Attached lists the files the box refused and the reason for each, such as a file that is too large or a type that isn’t accepted. Remove or replace them, then submit again.
• That department doesn’t take new tickets. Choose one of the departments shown and send again. means the list of departments changed while the form was open. Your text is kept. Choose another department and submit again.
• There Is Nowhere to Send This Yet means no department is accepting new tickets right now. Your existing tickets are not affected. Try again later.
• We couldn’t submit your ticket. Please try again. means the ticket was not sent. Your text is kept, so you can select Submit Ticket again.