Support Panel Overview
The support panel is available to premium users who have an active or previously active package. To open a support ticket, navigate to Tools > Support from your dashboard.
Ticket Management
On the support page, you will find a comprehensive list of all your support tickets. Each ticket will display the following details:
• Ticket Subject: The title or subject of the issue you raised, allowing you to quickly identify the nature of the request.
• Assigned Support Team: The team or department handling your ticket, ensuring that you know which experts are working on your issue.
• Category: This indicates the type of request or issue, helping you categorize and filter tickets (e.g., General Support, Billing, Technical Issues).
• Status: This shows the current progress of your ticket. Common statuses include Pending, In Progress, Resolved, or Closed.
• Priority: The urgency level of your ticket. Tickets are categorized as Low, Normal, Important, or Critical based on how time-sensitive the issue is.
• Actions (Manage Options): This provides several options for managing your ticket:
o View Ticket: Access the full details of the ticket, including all updates and responses from the support team.
o Mark as Resolved: If your issue has been fixed or the ticket is no longer needed, you can mark it as resolved.
o Close Ticket: Close the ticket once the issue has been fully addressed and you no longer require assistance.
You can also use filters to narrow down your ticket list based on:
• Category: Select a specific category to view only those tickets.
• Status: Filter by the status of your tickets, such as "In Progress" or "Resolved".
• Priority: Sort tickets based on their urgency level. Additionally, the search function allows you to find specific tickets by using keywords related to the subject or issue.
Creating a New Ticket
To open a new support ticket, click Create Ticket at the top of the page. The ticket creation form will prompt you for the following details:
• Subject: A brief description of the issue you are experiencing. A clear subject will help the support team quickly understand the problem.
• Category: Choose from a list of predefined categories to help route your ticket to the correct team. Categories include:
o General Support: For any general inquiries or non-technical questions.
o Sales: For questions related to purchases, packages, or account upgrades.
o Billing: For billing-related issues, such as payment problems or invoice inquiries.
o Domain Registrations: For assistance with domain name management or registrations.
o Technical Advice: For more complex technical issues or troubleshooting.
• Priority: Indicate the urgency of your issue by selecting one of the following priority levels:
o Low: Non-urgent issues that can be resolved at a later time.
o Normal: Regular issues that should be addressed within a reasonable timeframe.
o Important: Issues that need to be resolved promptly but are not critical.
o Critical: Urgent issues that require immediate attention.
• Message: Provide a detailed description of the issue you are facing. Please ensure that your message is written in English to facilitate quick resolution.
• Attachments: Upload any relevant files to assist the support team in understanding and resolving your issue. Acceptable file formats include:
o .jpg or .png for images.
o .mp4 for video files.
Ticket Details
Once your ticket is created, you can track its progress through the Single Ticket Page. This page shows the complete support conversation, including:
• Ticket History: All past messages and responses exchanged between you and the support team, allowing you to follow the progress of your issue.
• Additional Messages: You can add new messages or updates to your ticket, providing more context or clarifying any information.
• Attachments: You can upload more files (e.g., screenshots, documents, or videos) to provide further details or evidence of the issue.
• Status Updates: As the support team works on your issue, they will update the ticket status. You'll be notified when your ticket is updated or resolved.
Our dedicated support team works hard to resolve your issues as quickly as possible, ensuring that you receive timely assistance and a high level of service.