How to raise a support ticket (and get it solved fast)

What this is#

How to ask for help in a way that gets your problem solved on the first reply. Our support is staffed 24/7 and typically answers within minutes, so the variable you control is how solvable your ticket is when it lands. This page is that craft, plus one rule about AI output that saves everyone time.

Before you ticket: the faster paths#

Not gatekeeping, just speed. Three things regularly beat even a minutes-fast reply:

• VPS down or unreachable? My VPS is Down checks it and fixes several causes on the spot (banned IP, disabled password login), and if it can't, it escalates into a ticket with diagnostics already attached, the best of both.
• Search this knowledge base, the most common problems have step-by-step fixes here.
• Your software misbehaving? Remember the scope: the platform is on us, software on your VPS is yours with our best-effort help. An AI chatbot is genuinely excellent at your-software problems, and often faster than any human could be.

Opening the ticket#

Open a ticket any time from your account. Pick Sales/Billing or Support as the department, set the Related Service to the VPS it's about, and choose the priority honestly, High is for down-and-urgent, and it isn't a queue-jump button. The full form mechanics are in Getting help.

Writing a ticket that gets solved in one reply#

The recipe, in the order our team reads it:

1. One problem per ticket. Two problems in one thread get solved slower than two tickets.
2. What you expected, and what happened instead. "I'm trying to reach my site over HTTPS; browsers show ERR_CONNECTION_REFUSED" beats "site broken" by a full day of back-and-forth.
3. The exact error, copied verbatim. Machine output is gold: the browser's error code, the command and its output, the log line. "SSH says Permission denied (publickey)" and "SSH times out" are different problems with different fixes, precision here is the diagnosis.
4. When it started, and what changed just before, a reinstall, an update, a config edit, a new firewall. "Right after I enabled ufw" solves the ticket in the subject line.
5. What you already tried, so nothing gets suggested back to you.
6. Attachments where they help: screenshots of errors, log files. (Never full card numbers, and no passwords unless we ask.)

The AI rule: paste what the server said, never what the chatbot said#

We genuinely recommend AI chatbots for working problems yourself, they'll walk you to a fix or at least point the right direction. But when a ticket is where you've landed, write it in your own words and do not paste the chatbot's output into it.

Here's why this matters. Our support staff are all L3-level admins, they diagnose from real symptoms: your description, the exact errors, the actual command output. A pasted AI conversation is the opposite of that: paragraphs of generic possibilities, speculation about causes that don't apply to our platform, and suggested fixes for problems you don't have. It buries the two lines of signal in a page of noise, and a human now has to read all of it to find out what's actually wrong, which makes your fix slower, not faster.

The clean division of labor:

• Paste freely: what the server said, error messages, log lines, command output. That's evidence.
• Summarize in your own words: what you did, what you saw, what the AI helped you try and what happened when you tried it ("an AI suggested checking the bind-address; it was already 127.0.0.1"). That's useful history, one line of it.
• Never paste: the chatbot transcript, its bullet-point essays, or its guesses. If the AI had solved it, you wouldn't be writing the ticket, give the humans the raw material instead, they're good.

After you submit#

• Answered status means it's your turn; reply in the same thread (or just reply to the email, same thing).
• Don't open a second ticket for the same issue or bump every few minutes, it fragments the thread and slows the fix.
• Solved it yourself in the meantime? Say so, a one-line "fixed, it was X" closes the loop and helps the next person too.

Related questions#

• "How do I open a support ticket?"
• "What should I include in a support ticket?"
• "Why shouldn't I paste ChatGPT/Claude output into my ticket?"
• "How do I get my problem fixed on the first reply?"
• "Should I open a new ticket or reply to the old one?"