How to open a ticket, choose the right priority, attach files and follow the replies.
Opening a ticket
- Open Support and click Create New Ticket.
- Choose a Category and a Priority Level.
- Choose the service it is about, or Not related to a service.
- Write a short Subject and a full Description.
- Attach screenshots or files if they help, then click Submit Ticket.
Attachments can be JPG, PNG, GIF, PDF, DOC, TXT or ZIP files, up to 5 MB each.
Choosing the priority
| Priority | Use it for |
|---|---|
| Low | A general question or feedback |
| Medium | A minor problem that does not stop your website or email working |
| High | A service that is down, or something urgent that blocks your work |
What to include
- the domain or service it is about;
- what you were doing, what you expected and what happened instead;
- any error message, word for word, or a screenshot;
- when it started, and whether you changed anything just before.
Never send passwords in a ticket. If we need access, we will tell you how to give it safely.
Following your ticket
Support lists your tickets as Open, Pending or Closed. We email you whenever we reply. Open the ticket to read the conversation, then use Send Reply to answer or Attach File to add more. Some first replies come from Milo, our AI assistant, and are labelled as such.
When your problem is solved, click Mark as Resolved. If it comes back, reply to the closed ticket to reopen it.