When you need help that goes beyond live chat, or you want a written record of your request, support tickets are the way to go. Your client area lets you open tickets, track their progress, and keep all your correspondence with the support team in one place. This guide explains how to raise a ticket and get the fastest, most useful response.
When to use a ticket #
Tickets are ideal for issues that need investigation, involve your account specifically, or benefit from a clear written history. Live chat is great for quick questions, while a ticket suits things like a technical problem to be looked into, a billing query, or anything you want documented.
How to open a ticket #
- Log in to your client area.
- Open the Support menu and choose Open Ticket.
- Select the relevant department (for example, Technical or Billing).
- Write a clear subject and describe your issue in detail.
- Attach any screenshots or files that help explain the problem.
- Submit the ticket.
How to write a ticket that gets solved fast #
The more context you give, the quicker support can help. A strong ticket includes:
- What you were trying to do and what happened instead.
- The exact error message, if any.
- The domain, service, or URL affected.
- Steps to reproduce the problem.
- Screenshots where they make things clearer.
Tracking and replying to tickets #
All your tickets live under Support > My Tickets (or Tickets) in the client area. There you can see each ticket’s status, read replies, and respond. You will usually also get email notifications when support replies, so you can keep the conversation going without logging in every time.
Understanding ticket status #
- Open: awaiting a response from support.
- Answered: support has replied and may be awaiting your response.
- Customer reply: your reply has been received.
- Closed: the issue is resolved; you can reopen by replying if needed.
Troubleshooting #
- No reply notifications: check your spam folder and confirm your account email is correct.
- Cannot find a past ticket: look under My Tickets, including closed tickets.
- Urgent issue: mark the priority appropriately and consider live chat for immediate help.
Need help? #
For quick questions our live chat is often fastest, while tickets are perfect for anything that needs a detailed, tracked response. Either way, our support team is glad to help.
