Getting Support

What support tickets are for

Support tickets are how you reach your provider's team whenever you have a question or a problem. From the Tickets section of the client portal you can open a new request, follow its progress, reply to every update, attach files, and close it once your issue is resolved — all in one place, with the full conversation kept on record.

How to reach the Tickets page

Open Tickets from the sidebar of the client portal. The page opens on a list of all your support requests. Across the top sit four summary cards — Tickets (the total), Open, Answered and Closed — and clicking any card filters the list to that status. Click the same card again to clear the filter.

Opening a new ticket

Select New Ticket (top-right of the Tickets page) to open the ticket form, then work through it top to bottom.

1. Choose a department. The departments appear as a row of labelled buttons at the top of the form. Click the one that best fits your request. The first department is selected for you by default, so you only need to click if a different team suits your request better.
2. Enter a subject. Type a short summary of your issue in the Subject field. It is required and must be at least 5 characters.
3. Set the priority. Pick how urgent the request is from the Priority dropdown next to the subject. It defaults to Medium.
4. Link any related services (optional). If your question is about something specific on your account, use the Related Services selector to attach one or more services. This selector only appears when your account has services to choose from.
5. Write your message. Describe the issue in the Message box. It is required and must be at least 20 characters. Include error messages, the steps you took and when the problem started.
6. Attach files (optional). Use the paperclip button below the message to add screenshots, logs or documents — see the next section for limits.
7. Submit. Select Submit to send the ticket. You can also select Cancel to return to the list without saving. On success you are taken back to your ticket list with a confirmation.

Field reference

Field	Required	What it does
Department	Yes (preselected)	Routes your ticket to the right team. The available departments are set by your provider, so options vary (for example Billing, Technical Support or Sales).
Subject	Yes	A short headline for your request. Minimum 5 characters.
Priority	Yes (defaults to Medium)	Signals urgency. Choices are Low, Medium, High and Urgent.
Related Services	No	Links one or more of your services so the team has context immediately. Only shown when you have services.
Message	Yes	The full description of your issue. Minimum 20 characters.
Attachments	No	Up to 5 files, 25 MB each. Added with the paperclip button.

What the priority levels mean

Low

General questions with no urgency.

Medium

The default — issues affecting your work but not critical.

High

Service degradation or otherwise urgent matters.

Urgent

A complete service outage.

Attaching files

Both on the new-ticket form and when replying to an existing ticket, select the paperclip button below the message box to choose files. Each one you add appears as a small chip showing its name and size; remove a file by clicking the × on its chip. The button shows a running count of your attachments and disables itself once you reach the limit.

• Allowed file types — PDF, Word documents (.doc, .docx), plain text (.txt), images (PNG, JPEG, GIF, WebP, HEIC/HEIF) and spreadsheets (CSV, XLS, XLSX).
• Maximum size — 25 MB per file.
• Maximum count — up to 5 files per message.

Executable files and archives — .exe, .bat, .cmd, .msi, .zip, .rar, .7z, .tar, .gz — cannot be attached, and any file over 25 MB is rejected. If you need to share a large or blocked file, describe its contents in the message and the team will tell you how to send it.

Viewing and replying to your tickets

The ticket list shows each request's number, subject, department, priority, status and the date of the last reply. Use the search box to find a ticket by its number or subject, and the status dropdown (or the summary cards) to narrow the list. Click a sortable column header to reorder the list by it.

Select a row to open the full conversation. Messages are shown newest first, with replies from the support team marked with a Staff badge and a coloured left edge so they stand out. Your own messages carry a You tag (replaced by your profile photo if you have set one). Each message shows the author, a timestamp, an (edited) note if it was changed, and any attachments — click an attachment to download it.

1. At the top of the conversation, type your response in the Reply to Ticket box.
2. Optionally attach files with the paperclip button (same limits as above).
3. Select Submit to send. Your reply appears in the thread immediately and the ticket goes back to the team for a response.

If your provider has enabled reply ratings, a small star control appears under each staff reply so you can rate how helpful it was. This is optional and only shows when the feature is turned on.

Ticket statuses

The status badge on each ticket tells you where things stand:

Open

Your ticket has been received and is waiting for the support team to pick it up.

Answered

The support team has replied; open the ticket to read their response.

Closed

The ticket is resolved and read-only. You can still view the whole history, and a link to open a fresh ticket is shown for convenience.

The Open summary card at the top of the list also counts tickets that are waiting on the team after your latest reply, so the number on that card may be higher than the count of tickets whose badge literally reads Open.

Closing a ticket yourself

If your issue is resolved you can close the ticket without waiting. Open the ticket and select the Close button in the top-right area of the header. The status changes to Closed straight away and the reply box is removed. The full conversation stays visible, and if the problem returns you can use the Open a new ticket link shown on the closed ticket.

Tips

• The more detail you put in your opening message, the faster the team can help — include exact error text, what you were doing, and when it started.
• Link the affected service with Related Services so the team sees its details without asking.
• Pick the department that matches your request (for example Billing for invoice questions) so it reaches the right people first time.
• Reserve High and Urgent for genuine degradation or outages so the team can triage effectively.

Related

Managing Your Services, Client Portal Overview.