Open a conversation from your account
Sign in and open Support. Create a ticket with a clear subject, choose the department that best matches your question and select an appropriate priority.
Use one conversation for one issue so the details and replies stay together. For a different issue, create a separate ticket.
Describe what you need
A useful subject tells the team what is affected. For example, Cannot connect to my application server is more specific than Help.
In the message, explain what you expected to happen, what happened instead, and when you first noticed the issue. Include the server hostname or invoice number where relevant. Describe any recent changes that may be connected to the problem.
Include a reproducible example
For a technical issue, include the exact error message and the steps that produce it. Mention whether it happens every time, which operating system you use, and whether other users or networks see the same result.
For a billing question, include the invoice number, its current status and the approximate payment time. For a plan question, describe the application, expected workload, memory needs and data size.
Follow replies in the dashboard
Open the ticket to read the conversation and add a reply. Keep updates in the same ticket while the issue is still open. Email notifications let you know when the support team replies; the dashboard keeps the conversation together.
If the situation changes, add the new information rather than starting multiple tickets for the same issue. This gives the team the latest context in one place.
Close the ticket when it is resolved
Close a ticket when you no longer need help with that conversation. Customer-closed tickets cannot be reopened from the customer dashboard.
If you need further assistance after closing, create a new ticket and mention the previous conversation's subject or reference. This keeps resolved work separate from the new request.