A well-written ticket is handled faster than a vague one, because the technician can reproduce the problem on the first read. This guide describes the opening flow and the information worth including.
Before you open a ticket
Check the knowledge base first: the most common errors, such as wrong DNS records, an expired certificate or an unpaid invoice, are already documented with their solution. Also check the service status in your client area: a service suspended for an unpaid invoice cannot be fixed by a technical ticket.
Then reproduce the problem once, calmly, and note the exact time. Those two minutes will save you several support exchanges.
Where to open the ticket
From the client area, open Support then Open a ticket, or go directly to the ticket page. Choose the department that matches the subject: a billing question does not go to the same place as a server outage.
Then select the affected service in the drop-down list. This association links the ticket to the server, hosting account or domain automatically, and avoids asking you for credentials at every reply.
The essential information
A usable ticket contains at least: the service name or domain, your client ID, the IP address or URL concerned, the exact error message, the date and time of the incident, and the steps that reproduce the problem.
Add technical context: browser or operating system, panel or application version, and the last action performed before the failure. If something changed recently — an update, a DNS modification, a data import — say so: that is often the immediate cause.
Attach technical evidence
A screenshot of the complete error message, with the address bar visible, is worth more than an approximate description. Attach it through the attachment field rather than pasting it in the message body, so it stays readable.
For a server or application, copy the output of the useful commands: df -h for disk space, free -m for memory, systemctl status for a service, or the last lines of the error log. For a website, the answer to curl -I https://yourdomain immediately gives the returned HTTP code. Never attach a file containing passwords.
Write the title and description
A useful title describes the symptom and the context: "Site unreachable — 500 error after database import on Pro hosting" can be handled immediately. A title such as "Urgent problem" carries no information and delays qualification.
In the description, start with the visible symptom, then the reproduction steps, then what you have already tried. Ask one main question per ticket: several distinct issues in a single thread blur the follow-up. Stay factual, without subjective urgency words.
Follow up and close the ticket
Reply inside the existing thread instead of opening a second ticket on the same subject: duplicates slow the handling and scatter the history. A ticket left without your reply may be closed automatically after a period of time.
When the solution works, confirm it and close the ticket. If the problem returns, reply in the same thread: the technical context is already there, which speeds up the diagnosis. For a completely unreachable server, read our article on the VNC console before opening a ticket, because the console often lets you regain control without assistance.
