A ticket that answers the obvious questions by itself usually gets solved in the first reply. What changes from one problem to another is what we ask for: for a site it is the page address and the error, for e-mail it is the mailbox address and the program, for a domain it is the full name, for an invoice it is the number. This page gives you the list for each case, to copy into the ticket and fill in.
The general rule (the domain, what you expected and what happened, when it started, what you have tried) is in how far our support goes. Here is what to add for each kind.
What to add, by kind of problem
| The problem |
Always say |
Helps even more |
| The site will not open or shows an error |
The exact page address, the error text or number and the time you saw it |
Whether it opens on another network (mobile data) and what changed before: an update, a new plugin. See your site is down. |
| The site is slow |
Which pages, at what times, and whether it is slow for you or for everyone |
The result of a measurement, with the tool’s name and the date. |
| E-mail will not send or receive |
The full mailbox address, the program (Outlook, phone…) and the error message in full |
Whether it works in webmail, and whether it began after a password change. See why your e-mail is not sending or receiving. |
| A message bounced |
The full bounce text, including the code (for example 550) and the destination address |
The date and time you sent it and, if you can, the original header. |
| A domain |
The full name, with the extension |
What you want to do (point, transfer, renew) and where it is registered now. |
| An invoice |
The invoice number and what you think is wrong |
The proof of payment, if you paid, and the method you used. |
| I cannot sign in |
Which of the logins (account, cPanel, webmail) and the message that appears |
Whether you asked for a password reset and whether the e-mail arrived. See which login you need. |
| I suspect an intrusion |
What looked strange and when |
Do not delete anything before talking to us. See how to tell if your site has been compromised. |
A template to copy
Paste this into the ticket and fill in what you know. What you do not know, leave blank or write “I do not know”: that is a valid answer.
Subject: [short problem] on [domain]
Domain / service:
Page address or mailbox:
What I expected:
What happens (the message in full):
Since when, and what changed before:
What I have already tried:
How to reproduce it (steps):
Computer and browser, or mail program:
| 1 |
Write a subject with the problem and the domain. “Error 500 on asuaempresa.ao since 2pm” helps; “Urgent” says nothing.
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| 2 |
Copy the error message instead of describing it. The exact wording is a clue; “an error appears” is not.
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| 4 |
One problem per ticket. Two subjects mixed together slow down both.
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Do not write passwords in the ticket. We never need them to diagnose: we reach your account from the server side. If you already did, change the password afterwards.
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