A well written ticket gets resolved dramatically faster than a vague one. Our engineers can start working immediately when they have the facts, instead of spending the first reply asking questions. Here is exactly what to include.
Before you open a ticket
- Search this knowledgebase. Many common issues have step-by-step fixes already.
- Note the exact time the problem started and whether anything changed just before it.
- Try once more and capture the exact error message or a screenshot.
The template
Copy this into a new ticket and fill in each line:
- Service affected: the product and domain or account, for example hosting for example.in or TrueStock Growth plan.
- What happened: one or two sentences describing the problem.
- When it started: date and time, with timezone if unusual.
- Steps to reproduce: numbered steps that trigger the issue.
- Expected result: what should have happened.
- Actual result: what happens instead, with the exact error text.
- Impact: how many users or how much business is affected.
- Already tried: anything you attempted, so we do not repeat it.
Choosing department and priority
- Pick the correct department: Billing for invoices and payments, Technical for outages and errors, Sales for new services.
- Set priority honestly. Marking everything urgent slows genuinely urgent issues, including yours.
- One issue per ticket. Two problems in one ticket means one always waits.
After you submit
Reply within the same ticket rather than opening a new one, and avoid replying just to bump, as this can reset queue position in some workflows. Response times depend on your support plan, which is described in the support plans article in this knowledgebase.
