Support Center -
Make a Trouble Ticket
Click to see a video walk-through to show you how to use this feature

In your control panel within the SUPPORT CENTER link, you can MAKE A TICKET.  This is a support ticket that is automatically submitted to our system for our support team to pick up, assign and solve.  When you select to MAKE A TICKET, you see this screen:

You simply complete this form.   By default, you will receive e-mail confirmations when the status of your request changes. This way you do not have to login to the control panel to check the status of your request. You can de-select this option if you do not want to receive the e-mail notifications by selecting the "disable e-mail confirmation" checkbox.  

Once submitted, you can review the status of your support tickets in the TROUBLE TICKETS link.


Title: the subject of your trouble ticket message.
the e-mail address that the reply and confirmation will be sent to.
Disable email confirmation:
check this box if you do not want to receive confirmation that your ticket has been sucessfully delivered.
state how important or urgent it is for you to have this problem taken care of.
enter a question or describe your technical problem. Important: (available in version 2.3 and higher) when posting a trouble ticket, do not enter texts in HTML. Support system will not transform it into the plain text, but post it as it is. E.g: entering <i>problem</i> will show up in a trouble ticket only as <i>problem</i> which will make it difficult for TechSupport staff to read. Use it only when HTML tags are important.
(available in version 2.3 and higher) you can add it if a trouble ticket was sent to you by email. Users with web-based TechSupport system won't be able to retrieve it.

Click Browse at the bottom of the ticket;

Choose the file;

Click Upload. The filename shows in the Attachments section.

Note: if a ticket was created in a control panel, the user will view this TT in a web-based interface and won't be able to view the attachment.

Click Submit. Your ticket will be sent to the technical support.

Alternatively, you can launch the trouble ticket composer from virtually any place in your control panel by clicking the "?!" button:

If the information in the popup does not answer your question, you would be suggested to send a Trouble Ticket.

Following Up Trouble Tickets

To see your trouble tickets and answers to them, do the following:

1. Click Ticket Center on your control panel home page.

2. In the list of the trouble tickets that shows, click the corresponding trouble ticket title.

Note: click column headers to sort your trouble tickets

3. Enter a follow-up trouble ticket in the box that appears:

4. Click Submit.