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How to File Ticket with Your Web Hosting Company That Gets Attention?

Published on 3/7/2011 by

Each web hosting company supports their clients in a slightly different manner and yet, almost all hosts give customers access to what’s called a trouble ticket system. A trouble ticket system is a service that lets clients communicate with their web host in a secure environment. If you’ve ever tried to contact your host by email, you know that it can take some time to get an answer back. This usually isn’t your host’s fault. Your host is inundated with non-stop questions all day long and because those questions often need to be filtered to the right department, there’s a natural pause while your question is forwarded to tech support or domain name support or etc. Trouble ticket systems solve this lag in time because your questions go to the right department every time.

Where to find the trouble ticket system

Most hosts offer two ways to file a trouble ticket:

  1. From the web host’s website.Almost all hosts have a link to their trouble ticket system on their website.
  2. From your control panel.If you login to your control panel, you should see a link—like the one below from a cPanel control panel-- that highlights a trouble ticket or support system.

cPanel Support

Your ticket will get the same timely attention whether you file from your web hosting company’s site or from within your control panel.

How to file a ticket

Once you’ve located your web host’s support desk or trouble ticket system, you’ll want to actually file a ticket and let your host know what the problem is and how they can help you. You can significantly speed up your wait time by paying special attention to how you write your ticket. Here’s how to fill in a ticket properly so that it aids both you and your web host.

  1. Click submit ticket. Once you do this, an actual trouble ticket form will open in your browser.
  2. Choose the proper department.This is your most important step. You’ll be given several choices of where your ticket goes. For example, you may be able to choose to direct your ticket  to support, billing, sales, abuse, network support, or etc. If your website is down, you clearly want to send your ticket immediately off to network support. If you mistakenly send your ticket to sales, it may languish there for hours until it’s transferred to the right department.
  3. Fill in accurate information.You’ll be asked to give your name, the email address associated with your account and to prioritize your ticket. If your problem is not an emergency, do not mark it as such. Emergencies may include a server that is down, slow website loading or a hacked account.
  4. Use detail to describe the issue.By using as much detail as you can to describe the problem you’re having, your host will be able to jump on the problem and solve it in one fell swoop rather than going back and forth communicating with you for hours while you try and an explain the problem slowly. If you cannot send email, say that, and do so in great detail. Let your host know that you cannot send email, tell them when the problem started and what happens when you attempt to send email. Send a screenshot, if possible.
  5. Be patient.  Once your trouble ticket has been submitted, your host will deal with it. Tickets work in order of priority, so someone who has no email may take precedence over someone who has accidentally deleted an important folder in their account. Be patient. Your host will address your problem as soon as they’re able.
  6. Close your ticket. Once the problem has been fixed, manually close your trouble ticket. This lets your host know that you’re satisfied with the solution and you no longer require their immediate services.

Filling out a trouble ticket properly will save both you and your host tons of time and frustration. Remember, have patience, explain the problem thoroughly and then give your host time to correct the problem.