Opening a Support Ticket

A support ticket is how you talk to our team. Anything you need - a billing question, something broken on a server, a sales question, even just "I don't understand this thing" - goes through a ticket.

Each ticket is a private message thread between you and our staff. Nobody outside of you can see it (unless you choose to CC them).

A few quick things to check, so you can fill in the form smoothly:

• Which organization is this about? If you only have one, no worries - it'll be picked for you. If you have more than one, make a note of which one. You can pick it in the ticket form.
• Is it about a specific service? For example, "my VPS at server-42". You don't have to attach a service to the ticket, but if you can, do - it saves us, and you time asking which one you mean.
• Anyone else who needs to see the replies? You can CC up to a handful of email addresses on the ticket. They'll get every reply.

1. In the left sidebar, find and click Support.

2. The Support page opens. You'll see two main parts:

   1. On the left, a list of your existing tickets (empty if this is your first time).
   2. On the right, a short FAQ panel with quick answers to common questions.

3. In the top-right corner of the page, click the Create button.

If this is your very first ticket, the middle of the page shows a friendly empty state with a big Open your first ticket button - that does exactly the same thing as Create.

The Open a Ticket window opens.

The form has six fields, going top to bottom. We'll go through them one at a time.

1. In the Subject field, type a short line that sums up what the ticket is about.
2. Keep it specific. "VPS server-42 won't boot" is much better than "server problem".
3. The character counter on the right tells you how much room you have left (between 3 and 100 characters).

1. The Team dropdown picks which organization the ticket belongs to.
2. If you only have one organization, this is already filled in - you can ignore it.
3. If you have more than one, make sure it's set to the right one. You can't change this after the ticket is open.

1. If your ticket is about one specific thing - a VPS, a baremetal server, a colo rack, a transit port - pick it from the Affected Service dropdown.
2. If your ticket is general (a billing question, a sales question, "how do I…"), leave it on Not service-specific.

The list only shows services in the team you picked above, so if you don't see what you expect, check the team selector first.

1. The Department field tells us which part of the team should pick it up.
2. Pick the closest match:

   1. General: anything that doesn't fit the others.
   2. Billing: invoices, payment methods, refunds, credits.
   3. Technical: anything to do with how a service is working (or not).
   4. Sales: pricing, new orders, custom quotes.
3. Don't worry about getting it perfect - if it ends up in the wrong department, the staff there will pass it along.

(You may also see other departments that your portal admin has added.)

1. Low – Doesn't affect platform usage. Feature requests, UI/UX feedback, doc questions, non-urgent billing questions, minor bugs that don't break anything. General how-to questions account/billing setup etc...

2. Normal (Default) – Standard support stuff with no real business impact. For example non-blocking API questions.

3. High – Slows things down but there's a workaround. Degraded prod performance, something blocking a deployment, provisioning delays on time-sensitive work, intermittent issues that are annoying but not a full outage.

4. Urgent – Business is actively getting hurt. Full outage, critical prod workload down or failing, risk of data loss/corruption, active security incident, billing issue blocking service, or a network failure hitting your service, as well as the looking glass, without an active incident on our status page.

1. In the Description field, write what's going on.
2. A good description has three parts:

   1. What's happening. What did you see? What's the error?
   2. What you've already tried. Anything you already checked.
   3. What you expect. What should be happening instead?
3. You have up to 2,500 characters. Markdown formatting works - handy for code blocks, lists, and the like.

If someone else on your team (or even outside your team) should see the conversation, you can CC them.

1. Scroll down to the Notify additional people panel, below the Description field.

2. Click into the email box and start typing.

3. If the address is a member of the team you picked above, you'll see them in a suggestion list - click to add.

4. If it's an outside email, just type the full address and press Enter.

5. Each person you add appears as a small pill below the input.

6. To remove someone, click the × on their pill before you send the ticket.

People with a portal account get a small badge inside the ticket too. People without one just get the email copies.

1. Double-check the form: Team, Department, and Priority, because those can't be changed after.

2. Click the Open Ticket button at the bottom of the window.

3. The window closes and you're taken straight to the ticket's conversation page.

You'll see your message at the top, a status badge that says Open in the top-right, and a chat box at the bottom for replies.

• When a staff member replies, the ticket's status moves to Waiting on You, and a dot appears next to it on the Support page so you don't miss it. You'll also receive and email.
• To reply, just type into the chat box at the bottom of the ticket and press ⌘ + Enter (Mac) or Ctrl + Enter (Windows/Linux) to send.
• To attach a file, click the + button on the left of the chat box. Up to 6 files per message - images, PDFs, and .txt files are accepted.
• When the issue's sorted, you can click Close ticket in the right-hand sidebar of the ticket. After closing, no more replies can be added - open a new ticket if it comes back.