Sometimes you just need a person to look at the problem with you. That is what support tickets are for, and we are glad to help. This page covers how to reach us and how to help us solve your problem quickly.
Check the Activity list first
Before you write in, it is worth a quick look at the Activity list at the bottom of your site's dashboard. It records each step of your site's setup and everything that has happened since, and it often explains exactly what happened, like an SSL certificate that could not be issued or a setup step that did not finish.
Two of the most common problems have their own guides that may save you a wait:
Opening a ticket
When you are signed in, every page of the dashboard has a round chat button in the bottom corner. Click it to open a new ticket. (The Get help quick action on your dashboard does the same.)
First, pick what kind of ticket it is: Bug Report, Support Request, Billing Question, or Feature Request.
Then fill in a Subject and a Message. For bug reports and support requests you can also choose the Related Site and attach up to five Screenshots. Click Submit Ticket when you are done.
A little detail goes a long way. The most helpful tickets include:
- The site name. If your team has several sites, choosing the Related Site saves us from asking.
- What you were trying to do. For example, "I was adding a custom domain and clicked Install SSL."
- What happened instead. Error messages, word for word if you can.
- Screenshots. A picture of what you are seeing helps a lot, especially for anything visual.
You do not need to figure out the cause yourself. Even a short "my site stopped loading this morning" is a fine place to start, and we will ask questions from there.
After you submit
We email you to confirm we have your ticket. You can see all of your team's tickets, with their status, at the Support link at the top of our website, and everyone on your team can follow along.
When we reply, you get an email, and our reply appears in the ticket marked Staff. Answer right there in the Reply box, and the conversation stays in one place until the problem is solved.
Each ticket shows one of these statuses:
- Open: waiting for us.
- In Progress: we are working on it.
- Waiting on Customer: we have replied and need something from you. Replying sets it back to Open.
- Closed: resolved. A closed ticket cannot be reopened, so if you need more help, create a new ticket.
We read every ticket, and real problems with your site get our attention first. If something is urgent, say so in the subject line so we can spot it quickly.