Working with tickets in the Hosting Panel

This article describes how to use the Hosting Panel to open a ticket and view your ticket history. It also includes some useful guidelines to assist you in writing a descriptive, helpful ticket.

Opening a ticket

Opening a ticket with us on the Hosting Panel is easy. To do this, follow these steps:

1. Log in to the Hosting Panel at https://my.hosting.com.

2. On the home page, click the Support card:

   

3. The Support page appears:

   

4. Click Open Support Ticket, and then in the Submit a support ticket section, complete the following information:

   • Ticket subject.

   • Intended department.

   • Message: Please follow the suggestions in the section below to write a descriptive, helpful ticket.

   • File attachments (optional): You can attach files to the ticket. The currently supported file formats are PDF, JPG, PNG, and DOCX.

     

5. Click Submit ticket. We will respond to your ticket as soon as possible.

Writing a helpful ticket

Writing a helpful ticket is the first step to getting a prompt and correct response. Use the list below as a guide for helpful items to include in your ticket. This list is not exhaustive, and not every item applies to every situation.

1. Try self-help:
   Our Knowledge Base has solutions to many common problems. Some issues have multiple possible solutions. Any possible solution you try reduces the number of things support needs to investigate, and you might just solve the problem yourself!
2. Include all details:
   When resolving a ticket, nothing saves time as much as including all of the details. Useful details include:
   1. What you have already tried to fix the issue, and what the results were.
   2. If an error message is shown, please provide the exact error message received.
   3. Tell us about the environment:
      1. What operating system are you using on your computer?
      2. What browser and version is installed?
      3. What CMS (Content Management System) is installed and what version?
   4. Describe any recent changes:
      1. Was there a manual or automatic update to the software?
      2. Was a lot of new data uploaded?
      3. Was the site recently migrated?
   5. Can the problem be repeated? If so:
      1. When did the problem start?
      2. Does it happen from multiple locations?
      3. Does it happen across multiple browsers?
      4. Does it happen at all times of day?
   6. If mail delivery is an issue, we may need the complete headers of the e-mail message. For information about how to view e-mail message headers, please see this article.
3. Screenshots:
   Include any screenshots that help describe the issue.

Viewing your ticket history

You can use the Hosting Panel to view a list of all tickets you have opened previously. To do this, follow these steps:

1. Log in to the Hosting Panel at https://my.hosting.com.

2. On the home page, click the Support card:

   

3. The Support page appears, with a list of all tickets you have submitted:

   

   • You can search for a specific ticket in the Search text box.
   • You can click Filter, and then filter the tickets that appear in the list by selecting from a list of criteria.
   • You can click Sort, and then sort tickets by date, subject, and other criteria.
   • To view a specific ticket, click the ticket in the list. You can post a reply or close the ticket.