Open a ticket that gets resolved on the first reply

What you get: that we answer you with the solution and not with three questions. The difference between solving it today and solving it on Thursday is almost always in the first message.

Before opening it

Look for thirty seconds if it is already solved without waiting for anyone:

  • The knowledge base search engine, writing the symptom as it is: “I don’t receive the email”, “it says not secure”.

  • The warning at the top of the panel: if there is an outstanding payment or a missing data, it puts it there, with the button to fix it.

  • In Notifications, if we already let you know about something.

Steps

  1. Support → My tickets → Open ticket menu.

  2. Subject - summarizes the problem in one sentence. “I haven’t received emails to info@midominio.com since Tuesday” works; “Urgent help” no.

  3. Priority. Urgent is, literally, a service that is down or inaccessible. Making urgent what is not urgent does not make it go faster and does delay those who are really in trouble.

  4. Department - leave it in General if you are not sure; we will move it for you.

  5. Message - the three things we need:

    • What you were trying to do.

    • What happened, with the error message copied exactly, not summarized. An error code gives the answer in a minute.

    • Since when, and what changed just before: an update, a DNS change, a new plugin.

  6. Attachment (optional) — a screenshot helps a lot. It shows the entire screen, not just the red box.

  7. Open ticket.

What happens after?

We will answer you on the ticket and by email. If you answer by email, the answer will be included in the same ticket.

The states you are going to see: New, Open, Pending Customer - it is waiting for something from you -, On Hold, Resolved and Closed. If Pending Customer appears and it does not advance, it means that the ball is on your roof.

How to check it worked

The ticket appears in My tickets with its number, in the HB-263108 style. That number is the one we use to talk about it: have it handy.

Common problems

I never receive your answers by email

Look at the spam folder and review your preferences in Notifications: there you can choose what is notified by email. Panel notifications always appear in the bell, even if the email fails.

My ticket has been in “Customer Pending” for days

That status means that we are waiting for something from you: a data, a confirmation, a capture. Answer in the ticket and move again.

The ticket is closed and the problem has returned

Open a new one and mention the number of the previous one. This way we keep the history without reviving an old thread.

I don’t know what priority to put

If you can continue working, it is not urgent. Urgent is the website down, the email not being able to be accessed or not being able to access anything.

I want to attach a large file

Upload it to your own space - via FTP, to your own folder - and send us the link. It’s faster than fighting with the attachments.

For what things do I have to open a ticket and I can’t do them myself?

The main ones: recover a copy of a site, block an IP, the reverse DNS of a VPS, dedicated servers and large plans, and any write permission for AI keys.

I want someone else from my company to see the ticket

The tickets are for each user. If you work with several people, let us know in the message who else needs to be copied.

I have opened the ticket by email and I can’t see it in the panel

Those that enter by email take a moment to appear. If it is not there after a while, open it from the panel and tell us that you had sent it by email.