Ticket List
The ticket list is at Client → My Tickets (/client/tickets). It shows all support tickets submitted by the account (including those submitted by sub-contacts).
List Columns
| Column | Description |
|---|---|
| Subject | Ticket subject line |
| Department | Support department the ticket was assigned to |
| Status | Colour-coded badge |
| Last reply | Date and time of the most recent message |
| Actions | View button |
Ticket Status Badges
| Status | Meaning |
|---|---|
| Open | Awaiting a staff response |
| Answered | Staff has replied; awaiting client confirmation |
| Client Reply | Client has replied; awaiting staff response |
| Closed | Ticket resolved and closed |
| On Hold | Staff has placed the ticket on hold |
Opening a New Ticket
Click New Ticket on the ticket list page. You will be taken to /client/tickets/create.
New Ticket Form Fields
| Field | Notes |
|---|---|
| Department | Select the relevant team (e.g. Billing, Technical Support, Sales) |
| Subject | Brief summary of your issue |
| Message | Full description; supports plain text |
| Attachment | Optional — attach a file (screenshot, log, etc.) up to the size limit |
| Related service | Optional — link the ticket to one of your active services |
[!TIP] Selecting a related service helps staff quickly look up your hosting account details without asking for them separately. Always link a ticket to the relevant service when reporting a technical issue.
After clicking Submit, the ticket is created and:
- You are redirected to the ticket detail page.
- A confirmation email is sent to your registered email address with the ticket number and a link.
- Staff are notified according to department notification settings.
Viewing a Ticket
The ticket detail page shows the full conversation thread in chronological order.
What Clients See
- All messages from the client and staff, in order
- Staff display name (not their internal username)
- Message timestamps
- File attachments (downloadable)
[!IMPORTANT] Internal staff notes are never visible to clients. Staff can leave private notes on a ticket for internal coordination without the client seeing them.
Replying to a Ticket
At the bottom of the ticket detail page is a reply form. Type your message and click Send Reply. Optionally attach a file.
Sending a reply:
- Sets the ticket status to Client Reply (alerting staff that a response is waiting).
- Sends an email notification to the assigned staff member.
Closing a Ticket
On the ticket detail page, click Close Ticket to mark the ticket as resolved. A closed ticket appears in your list with the Closed badge.
[!TIP] If your issue recurs, simply reply to the closed ticket. Replying to a closed ticket automatically reopens it and notifies staff — there is no need to open a duplicate ticket.
File Attachments
Both the initial message and all replies support file attachments. Supported file types and maximum size are configured by the administrator. Common allowed types include PNG, JPG, PDF, and plain text files.
Email Notifications
You receive email notifications for:
| Event | Email sent |
|---|---|
| Ticket created | Confirmation with ticket number |
| Staff replies | New reply notification with a link |
| Ticket closed by staff | Closure notification |
Notification emails include a direct link back to the ticket. You can also reply by email if the administrator has enabled email piping (replies to the notification email are posted to the ticket thread).