Knowledge Base

How to work with tickets on the Customer Portal

This articles describes how to use the Customer Portal to open a ticket and view your ticket history. You can open tickets with support, sales, and billing.

Opening a ticket

Opening a ticket with A2 Hosting on the Customer Portal is easy. You can open a ticket with our billing, technical support, or sales staff.

To open a ticket, follow these steps:

  1. Log in to the Customer Portal.
    If you do not know how to log in to the Customer Portal, please see this article.
  2. On the menu bar, click Open Ticket:

    Customer Portal - Open ticket

  3. Select the type of ticket you want to open. Choose Support, Sales, Billing or Migration by clicking the appropriate button.

    Buttons to select ticket type

  4. Each type of ticket has one or more prompts for basic information. Complete the prompts and then click the Next button.

    List or text boxes for required information

  5. After completing the prompts, fill in the Subject and Message text boxes. Additionally:

    • Use the suggestions in the section below to white a helpful ticket.
    • Make sure your e-mail address is current and functional. If you need to update the e-mail address for your account, please see this article.
    • If you are opening a technical support ticket, you can specify a temporary administration password in the Admin Password text box.
      Providing a password is not required, but it may decrease the time required to resolve the problem.
    • If you are opening a technical support ticket, make sure you specify the affected domain in the Affected Domain list box.
    • You can optionally upload a file and attach it to the ticket.
  6. Click the Submit Ticket button. We will respond to your ticket as soon as possible.

Writing a helpful ticket

Writing a helpful ticket is the first step to getting a prompt and correct response. Use the list below as a guide to helpful items to include in your ticket. The list is not exhaustive and not every item will apply in every situation.

  1. Try Self-help

    The A2 Hosting Knowledgebase has solutions to many common problems. Some issues have multiple possible solutions. Any possible solution you try will reduce the number of things support needs to investigate and you might just solve the problem yourself.

  2. Include all the details

    When resolving a ticket, nothing saves time like having all the details. Useful details include:

    1. Let us know what you have already tried to fix the issue and what the results were.
    2. If any error message is shown, please provide the exact error message received.
    3. Tell us about the environment.
      • What operating system is in use?
      • What browser and version is used?
      • What CMS is installed and what version?
    4. Describe any recent changes.

      • Was there a manual or automatic update to the software?
      • Was a lot of new data uploaded?
      • Was the site recently migrated?
    5. Can the problem be repeated?

      • When did the problem start?
      • Does it happen from multiple locations?
      • Does it happen accross multiple browsers?
      • Does it happen at all times of day?
    6. If mail delivery is an issue, the complete headers of the email may be needed. Please see this article for instructions.
  3. Screenshots

    Include screenshots to help describe the issue.

Viewing your ticket history

You can use the Customer Portal to view a list of all tickets you have opened previously. To do this, follow these steps:

  1. Log in to the Customer Portal.
    If you do not know how to log in to the Customer Portal, please see this article.
  2. On the menu bar, click Support, and then click TICKETS:

    Customer Portal - Support - Tickets

  3. A list of all tickets you have submitted appears:

    • To view a specific ticket, click the ticket title. You can update the ticket or post a reply.
    • To sort the list of tickets, click a column heading. For example, to sort tickets by status, click the Status heading.