While we do have an online Knowledgebase that contains guides to solve most common problems, it's sometimes necessary to explain your issue in more detail.
We've included a few tips and tricks that will make your tickets both more attractive to staff and more easily resolved.
Consider that while our tickets are generally triaged and handled in the order they were received, our support staff are human.
If someone can look at your ticket title and instantly understand what you are asking for, they are much more likely to prioritise your ticket above those where they have to first spend several minutes investigating to understand whether there is a problem.
To fix any issue, our staff must first know what the issue is. This generally means we have to see it happening, or get a good enough description of it to guess.
From your perspective, this can be as simple as copying an error message or copy/pasting a bounceback email, or even providing a screenshot of what you're seeing. However, for our team this work takes far longer as we would have to either investigate every possible issue or ask for more information, both of which take time.
Since this investigation has to be done for any issue, it's a lot faster (not to mention more enticing) to work on problems where most of the work has already been done. Depending on the original issue, staff can often determine the cause directly from the provided logs and instantly start on the resolution.
This tip is especially relevant for clients with multiple services, where a relevant domain could be under its own service or listed as an Alias or Addon under another cPanel account.
Being clear about where the domain is hosted will save time for our support staff and get you an answer quicker.
Consider two example clients whose websites are not working. One may submit a ticket with the title "WEBSITE NOT WORKING, HELP!", while the other sends a ticket titled "domain.com showing 403 Forbidden error" which contains a screenshot of the error screen. Even if both clients had the same issue and submitted their tickets at the same time, the second ticket is more likely to be resolved first. The reason for this is primarily that support staff can more easily understand the problem, which allows them to start on a solution.
Once we know what the problem is, sometimes there is a single possible solution that we can implement. However, without context on what your end goal is, we may give an incomplete or unhelpful answer and the overall issue may take longer to resolve.
We would recommend stating your goal clearly in your ticket, perhaps as the first sentence or even the title.
This goal could be phrased as 'Please help me achieve this result', 'I want this', or 'How can I do this?'.
Consider an example where your website is currently not loading. Sending us a message advising your website is displaying a particular error message and providing links/screenshots does correctly identify the problem, but we are left to make an assumption about what you would like us to do about it.
Your goal may be to restore from a previous backup, modify the existing files to make the website work without a restore, or simply to understand why it stopped loading. If you specify this, our staff will have to spend less time reviewing the situation and trying to interpret what you may want, which results in faster and clearer ticket responses.
Step 1 - Log into your Client Area and click on Support and then Tickets. Alternatively you can click on the Open Ticket shortcut on the top of the page.
Step 2 - Select the department you want to submit the support ticket to (if you are unsure, select Support).
Step 3 - Fill out the form with your enquiry and click Submit.
Our team will review the ticket and help you to resolve the issue. Once they have responded, an email will be sent to the primary email of the user who raised the ticket, as well as any other users on your account with 'Ticket' permissions.
You'll also be able to view open and previous tickets in your Client Area, under Support >> Tickets.
