Managing Support Tickets

If you're stuck on something or just have a question, the best way to reach us is by opening a support ticket. That way everything stays in the system, is easy to track, and doesn't get lost somewhere in an email thread.

Opening a new ticket

1. Log in to the client portal.
2. From the menu, choose Support → Open Ticket (or "I need help").
3. Pick the department that fits your topic (e.g. Billing, Technical Support, Sales) – this helps make sure your question lands with the right person straight away.
4. Select which of your services the issue relates to (if any), write a clear subject line, then explain what's going on in more detail.
5. Attach a screenshot or file if it helps – it often speeds up the fix.
6. Hit send, and you're done – we'll get back to you shortly.

Tracking your tickets

Under Support → My Tickets you'll see all your open and closed tickets along with their status:

• Open – the ticket is still in progress, or waiting on a reply from us.
• Answered – we've replied and are waiting to hear back from you.
• Closed – the issue's resolved. If it turns out it isn't, just reopen it or reply – no need to start a new one.

You can add a new message to a ticket at any time, just like you would in an email conversation.

!!! tip The more specific you are (what you did, what you expected, what happened instead), the faster we can help – though there's no need to be formal about it, just write it the way you'd say it to us out loud.

Urgent issues

If something's live and business-critical (like your service being down), mark the ticket as high priority or flag it as urgent in the subject – we bump those to the front of the queue.