How to open a Support Ticket/Help Ticket
In this knowledgebase tutorial, we are going to guide you in creating your Customer Support Ticket.
Step 1: You need to go to the Billing Panel and Login into the Billing Panel.
Step 2: After logging into the Billing Panel at the starting, you won't have any Support Tickets Opened if you used the Discord Support System for the Customer Support before, so you need to click on the Tickets Option present in the Client Area. (Image given below)
Step 3: Now, in the Support Tickets interface you need to click on the Open Ticket option. (Image given below)
Step 4: After clicking on the Open Ticket option you will be redirected to an interface where you need to select your support department, If you are opening a support ticket regarding our Minecraft Server Hosting plans, then you need to select the General Support - Minecraft category, similarly for the web hosting plans General Support - Web Hosting category and for Billing-related issues Billing category.
Ensure to choose the right support department for quicker support.Step 5: After selecting your support department you will be redirected to an interface where you have to enter a few more information regarding your issue. (In this example we are featuring the General Support - Minecraft category and will guide according to it, the process is the same for all the categories)
Subject: In the Subject field you need to enter the subject of your issue, for example, Minecraft Server Lag
Message: In this field, you need to enter information about your issue in detail.
Server ID: In this field, you need to enter your Minecraft Server's ID, which can be found in the settings tab of the server. (Server ID option is only available in the General Support - Minecraft Category)
Issue Category: In this field, you need to select a sub-category for your issue, So the system can forward it to the right support department. (Issue Category option is only available in the General Support - Minecraft Category)
Server's Console Logs: In this field, you can provide us with your active console logs, but this is an optional field and can be left empty. (Server's Console Logs option is only available in the General Support - Minecraft Category)
Once you are done filling all the fields, you can click on the Submit button to open the ticket.
Step 6: Click on the Continue button to view your ticket.
Whenever a Support Team member replies to your ticket, you will be notified via E-Mail with which you registered in the Billing Panel.
Some Basic Ticket Status with their meaning
Open: This is the default ticket status added to your ticket when it is just opened and waiting for the Support Team to reply
Answered: This is the ticket status added to your ticket when a Support Team member replies to your ticket.
Customer-Reply: This is the ticket status added when you reply to the support ticket after a support team member reply, and also waiting for another support team to reply.
Closed: This is the ticket status added when your ticket is closed/Solved.