Support tickets are the primary way to communicate with the Colonelserver support team. The Client Area allows you to open new tickets, track responses, and review your ticket history in one place.
This guide explains how to submit a support ticket, how to write an effective request, and how to manage existing tickets.
Opening a Support Ticket
Submitting a ticket is straightforward and ensures your request reaches the correct department.
To open a ticket:
- Log in to the Client Area.
- From the dashboard, navigate to the support section and choose to open a new ticket.
- Select the appropriate department for your request.
- Enter a clear subject that summarizes the issue.
- Write your message with relevant details.
- Attach files if necessary. Supported formats include PDF, JPG, PNG, and DOCX.
- Submit the ticket.
Once submitted, your request will be reviewed and answered as soon as possible.
You can also access ticket submission directly through the Support Ticket System.
Writing an Effective Support Ticket
Providing clear and complete information helps the support team resolve your issue faster.
Consider the following guidelines when writing your ticket:
- Check available documentation first, as many common issues can be resolved quickly.
- Describe the problem clearly and concisely.
- Explain what you have already tried and the results.
- Include exact error messages if any are shown.
- Mention your environment, such as operating system, browser, and application versions.
- Note any recent changes, updates, migrations, or configuration adjustments.
- Specify whether the issue is consistent or intermittent and when it started.
- Attach screenshots or files that help illustrate the problem.
If your question relates to billing or invoices, reviewing available Payment Methods and billing information first may help clarify the situation.
Viewing and Managing Ticket History
All previously submitted tickets are stored in your account for reference.
To view your ticket history:
- Log in to the Client Area.
- Open the support section to see a list of submitted tickets.
From the ticket list, you can:
- Search for a specific ticket
- Filter tickets by status or category
- Sort tickets by date or subject
- Open a ticket to reply or close it
Keeping communication within the same ticket helps maintain context and speeds up resolution.
Best Practices for Faster Resolution
Using one ticket per issue, responding promptly to support questions, and providing accurate information all contribute to quicker and more effective assistance.
The support ticket system is designed to give you a clear communication channel and full visibility into the progress of your requests across all Colonelserver services.