What to put in a good ticket

The more we know from your first message, the sooner we can fix the problem – without asking you questions first. This checklist helps you write a ticket we can act on straight away.

Before you write

• Sign in first if you have an account. Then the ticket is linked to your account, you can follow it under Help in the client area, and you don't have to fill in your name and e-mail address.
• Choose the right department: Support for technical problems (website, e-mail, cPanel, domains not working), Billing for invoices and payments, Sales for questions before you order.
• One problem per ticket. Two different problems in one ticket are easy to mix up. Open a second ticket for the second problem.

What to write

The ticket form asks you to describe what you wanted to do, what happened instead and since when. In practice that means:

1. Subject: a short summary with the domain, for example “mallawebstudio.co.za – e-mails don't arrive since Monday”.
2. Which service or domain: the domain name, and the mailbox if it is about e-mail (for example shahid@mallawebstudio.co.za).
3. What you wanted to do: for example “send an e-mail from my phone”.
4. What happened instead: copy the exact error message. “It doesn't work” alone doesn't tell us where to look.
5. Since when: the date and time it started, and whether you changed anything just before (a new phone, a new plugin, a password change).
6. What you already tried: for example “restarted the phone, checked the password in webmail – webmail works”.

Screenshots

A screenshot of the error often says more than a long description. You can attach pictures to a ticket – the form accepts the file types .jpg, .jpeg, .gif and .png. Other files, such as PDF or Word documents, can't be attached.

Example of a good ticket

Related articles

• Open a support ticket
• View, reply to and close your tickets
• Search the knowledge base

Need help? Open a ticket or call us on 082 412 6556.