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Opening a Ticket

This page explains how to open a new support ticket in Dash and what information to include.

When to open a ticket​

Open a ticket when you need help with:

  • service activation delays
  • billing-related issues
  • access problems
  • service actions that do not work correctly
  • domain-related issues
  • account-related questions

If the issue is tied to a specific service, always identify that service clearly in the ticket.

Before opening a new ticket​

Before creating a new ticket, review your existing ticket list first.

Check whether:

  • an open ticket already exists for the same issue
  • support recently replied in an existing conversation
  • the issue already has an active support history

A simple rule is:

  • same issue, same ticket
  • different issue, new ticket

This helps avoid duplicate tickets and keeps the full issue history in one place.

Open the support section​

Sign in to Dash and go to the support section.

From there, use the New Ticket action.

Depending on the current interface, this may open a modal where you enter the ticket details.

Understand how new tickets are routed​

When you create a new ticket, it does not begin directly in the final specialist department.

New tickets are first received through Customer Care.

Customer Care reviews the request first, then:

  • answers directly if possible
  • or refers the ticket to the related department when deeper review is needed

This means the same ticket can continue forward without needing you to open another one.

Enter a clear subject​

Use a short and clear subject line.

A good subject helps the support team understand the issue faster.

Examples:

  • VPS not active after payment
  • Cannot access dedicated server
  • Domain transfer still pending
  • Invoice marked unpaid after payment

If the new ticket form includes a service selector, choose the affected service when relevant.

This helps support understand the context faster.

If the issue is not tied to one specific service, keep the description clear and explain the account or billing context directly.

Write a clear description​

In the ticket message, explain:

  • what the issue is
  • which service, domain, or invoice is affected
  • what you were trying to do
  • what happened instead
  • whether you saw an error message

Try to keep the message clear, direct, and focused on one issue.

Add useful identifiers​

When possible, include the relevant reference details, such as:

  • service ID
  • invoice number
  • domain name
  • exact error message
  • action that failed

Useful identifiers help support locate the correct item faster.

Add attachments if needed​

If the form allows attachments, include files or screenshots only when they help explain the issue more clearly.

Examples may include:

  • error screenshots
  • billing screenshots
  • relevant logs
  • output that helps confirm the issue

Submit the ticket​

After reviewing the subject, service context, description, and any attachment, submit the ticket.

Once created, the ticket becomes part of your support history and can be followed from the support section.

After opening a ticket​

After submission, you can usually:

  • review the ticket status
  • open the ticket details
  • read support replies
  • send additional replies in the same ticket if needed

Always review the latest reply before sending another message.