# Open a support ticket that gets solved fast

> How to open, follow and close a HyperDC support ticket, what to include so our team can act on the first reply, and how to share access to your server safely.

Difficulty: Beginner\
Tested on: HyperDC client area, Ubuntu 24.04 LTS, Debian 13, Windows 11

Our team works through support tickets in the client area. A ticket keeps the whole conversation in one place, is linked to the service it concerns and can carry attachments. This guide shows you how to open one and what to include so that the first reply can already solve the problem.

## Before you open a ticket

- **Check Support › Network Status.** Known incidents and planned maintenance are listed there. If your problem matches one, follow the updates instead of opening a ticket.
- **Search the guides.** Many common problems have a step-by-step fix, for example [SSH connection problems](/guides/ssh-connection-problems) or [website 502, 503 and 504 errors](/guides/website-502-503-504).
- **Not a customer yet?** Use the [contact form](/contact-us) for questions before you order.

## Step 1: Open the ticket

1. Sign in and select **Open Ticket** in the menu.
2. Choose the department that fits your question, for example technical support or billing.
3. Fill in the form:
   - **Subject:** a short summary, such as "VPS not reachable over SSH since 14:20 UTC".
   - **Related Service:** choose the service the ticket is about. This shows our team its details at once.
   - **Urgency:** **High** for an outage or a security problem, **Medium** or **Low** for questions and planned changes.
   - **Message:** the details described below.
   - **Attachments:** screenshots, log excerpts or command output.
4. Select **Submit Ticket**.

**Verify:** a confirmation page shows the ticket number, and a confirmation email arrives.

## Step 2: Write a message we can act on

Include:

- **What happened** and **what you expected**.
- **When it started**, with the time zone, and whether it is still happening.
- **The exact error message**, copied as text rather than retyped.
- **What you already tried**, so we do not ask you to do it again.
- **What changed recently:** updates, a new firewall rule, a DNS change, a new plugin.

For network problems, measurements from your side help most. Run one of these against your server's address and paste the output:

**Linux and macOS**

```bash
mtr -rwc 50 203.0.113.10
```

If `mtr` is not installed, use `traceroute 203.0.113.10`.
**Windows**

```powershell
pathping 203.0.113.10
```

For website problems, include the response headers and the relevant log lines:

```bash
curl -I https://example.com
sudo journalctl -u nginx --since "1 hour ago"
```

Replace `nginx` with your web server's service name (`apache2` on Ubuntu and Debian).

## Step 3: Share access safely

Most problems can be diagnosed without your passwords. If our team needs to log in:

- Prefer a **temporary user** or an **SSH key** you add for the occasion and remove afterwards.
- Never paste passwords into the ticket subject.
- **Change the password** or remove the key once the ticket is closed.

## Step 4: Follow and close the ticket

Replies arrive by email and appear under **Support › Tickets**. Ticket statuses tell you whose turn it is:

| Status | Meaning |
|---|---|
| **Open** | Waiting for our team |
| **Answered** | We replied; it is your turn |
| **Customer-Reply** | You replied; waiting for our team |
| **In Progress** | Our team is working on it |
| **On Hold** | Waiting for a related task; we will update the ticket |
| **Closed** | Solved; if the problem returns, reply or open a new ticket |

Add new information as a **Reply** on the same ticket. When the problem is solved, select **Close**.

## Troubleshooting

**I cannot find the Open Ticket menu.** Make sure you are signed in. If your user was invited by the account owner, ask them to give you the ticket permissions under **User Management**.

**I did not get the confirmation email.** Check the spam folder and the account menu › **Email History**. The ticket is still listed under **Support › Tickets**.

**My attachment was rejected.** Only certain file types and sizes are allowed. Paste text output into the message instead, or compress screenshots.

## Next steps

- What to expect from support: [support FAQ](/guides/support-faq).
- Server down right now? [Server unreachable](/guides/server-unreachable).
- Keep your account safe: [two-factor authentication](/guides/account-security-two-factor).

## Frequently asked questions

### Do I need an account to contact support?

To open a ticket, yes: sign in to the client area so we can see the service you are asking about. If you do not have an account yet, use the contact form on our website.

### Can I reply by email?

Yes. Replies to our ticket emails are added to the ticket. You can also follow and answer every ticket under Support › Tickets.

### Should I send my server password in the ticket?

Only if our team asks for access to solve the problem. Prefer a temporary user or an SSH key you can remove afterwards, and change the password once the ticket is closed.

### What does the Urgency setting change?

It helps our team see which tickets need attention first. Choose High for outages and security problems, and Medium or Low for questions and planned changes.

### Should I open a new ticket for every message?

No. Reply on the existing ticket, so the whole history stays in one place. Open a new ticket only for a different problem or service.

---

Source: <https://hyperdc.com/guides/client-area/support-tickets>\
Updated: 2026-10-09