# Open a support ticket > Open a ticket in the HyperDC client area: search first, choose a department, describe the problem, link the service and attach screenshots or logs. Difficulty: Beginner\ Tested on: HyperDC client area When a guide does not solve the problem, a support ticket brings it to our team. This guide walks you through the ticket form in your client area and shows what to fill in so that the first reply can already help. ## Before you start - **Sign in** to the client area with the user that manages the affected service. - **Check Support › Network Status.** If an incident or maintenance is listed for your location or service, follow its updates first. - **Collect the details:** the affected service or domain, when the problem started and the exact error message. [Support tickets](/guides/support-tickets) lists what helps most, including network measurements. ## Step 1: Start a new ticket Select **Open Ticket** in the left menu. The same button is on the dashboard and on **My Support Tickets**, and you can also press Ctrl K and choose **Open Ticket** (see [search and keyboard shortcuts](/guides/search-and-keyboard-shortcuts)). The page **Create new Support Request** opens. ## Step 2: Search for an answer first At the top of the page, type a few words into **Describe the problem in a few words…**. As the hint says, **Search the knowledgebase first.** Results from our knowledgebase and announcements appear as you type; use the arrow keys and Enter to open one. If nothing fits, carry on with the next step. At the bottom of the page, two links help with outages: **Is a service down? Network Status** and **Recent changes and maintenance: Announcements**. ## Step 3: Choose a department Under **Choose Department**, select the card that fits your question. Each card shows the department name and a short description of what it handles. ![Create new Support Request with the search field, the hint to search the knowledgebase first and three department cards](https://hyperdc.com/templates/hyperdc/img/docs/open-a-support-ticket/department.en.webp "Step 1 of the form: search first, then choose a department. Department names are examples.") **Verify:** the form opens with the department you picked in the **Department** field. ## Step 4: Fill in the form ![The ticket form with name and email filled in, subject, department, priority, related service, the message box with its formatting toolbar and Preview, and the attachments field](https://hyperdc.com/templates/hyperdc/img/docs/open-a-support-ticket/form.en.webp "The ticket form. Name and email come from your account.") - **Name** and **Email Address** are taken from your account and cannot be changed here. - **Subject:** a short summary, for example "VPS not reachable over SSH since 14:20 UTC". - **Department:** change it here if you picked the wrong card. - **Priority:** if the form shows this field, choose **High** for an outage or a security problem and **Medium** or **Low** for questions and planned changes. - **Related Service:** choose the service the ticket is about. Each entry shows the product, its domain or host name and its status. Choose **None** if the question is not about one service. - **Message:** describe the problem as explained in [support tickets](/guides/support-tickets). The toolbar adds bold, italic, inline code, a **Code block**, a link, a bulleted list and a quote. **Markdown formatting is supported.** Select **Preview** to see the result and **Formatting help** for the syntax. - **Attachments:** drop files on the field (**Drop files here or choose them**) or click it to pick files. You can select several files at once. The line below lists the **Allowed File Extensions** and the maximum file size; files that do not match are flagged before you send. Some departments ask for extra details. Their fields appear below the attachments when you choose that department. If our client area shows **Knowledgebase Suggestions** under the message while you type, have a look: the articles open in a new tab, so your draft stays where it is. > **Tip** > > The box **Get a faster answer** next to the form sums it up: name the service or domain that is affected, paste the exact error message and when it happened, list the steps you have already tried and attach screenshots or logs if they explain the issue. > **Warning** > > Never write your client-area password, card details or server passwords into a ticket. If our team needs access to your server, they will ask, and you can then use a temporary user or an SSH key. ## Step 5: Submit the ticket Select **Submit**, or press Ctrl + Enter in the message box (⌘ + Enter on a Mac). **Cancel** takes you back without sending. **Verify:** the page **Ticket Created** shows the **Ticket ID**, and an email with the ticket details arrives. The page also tells you what happens next: our team replies on the ticket page and by email, and if you remember something, add it as a reply instead of opening a new ticket. Select **View Ticket** to open the conversation or **My Support Tickets** for the list. ## Troubleshooting **The form does not send.** A required field is empty. **Subject** and **Message** must be filled in; a message next to the field tells you what is missing. **An attachment is refused.** Check the file type and size against the line under **Attachments**. Paste long logs as text into a code block, or compress the screenshot. **My service is not in Related Service.** The list shows the services of the client account you are signed in to. If you can open several accounts, switch to the right one first ([switch between accounts](/guides/switch-between-accounts)), or choose **None** and name the service in the message. **I opened the same ticket twice.** Reply on one of them that the other can be closed, and continue in one ticket. ## Next steps - Follow the answer and close the ticket: [reply to and close tickets](/guides/reply-to-and-close-tickets). - Watch an ongoing incident: [network status and announcements](/guides/network-status-and-announcements). - What to expect from support: [support FAQ](/guides/support-faq). ## Frequently asked questions ### Which department should I choose? The one that matches your question. Each department card has a short description. If you are unsure, choose the closest one: our team can move the ticket to the right department. ### What does Priority change? If the form shows Priority, it tells our team how urgent the ticket is. Choose High for an outage or a security problem, and Medium or Low for questions and planned changes. ### Is my text lost if I leave the page? No. The form saves what you type in this browser and restores it when you come back. Select Discard draft if you want to start again. ### Which files can I attach? The line under Attachments lists the allowed file extensions and the maximum file size. If a file is refused, paste log output as text into the message or attach a smaller screenshot. ### Should I include my password? No. Never send your client-area password or card details. If our team needs access to your server, they will ask in the ticket. --- Source: \ Updated: 2026-10-09