# How to open a support ticket

### 1. Accessing the Ticket System

1. Log in to the [client area](https://manager.up-network.ch/).
2. Go to **Home (Dashboard)**.
3. In the **Quick access** section, click **Submit a ticket**.

You will be redirected to the support ticket creation page.

<figure><img src="/files/PxbkbW1nqOsb0shvvhXF" alt=""><figcaption></figcaption></figure>

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### <mark style="color:$danger;">Important: Read the Notice Before Submitting Any Tickets</mark>

Before clicking **Submit**, pay attention to the **notice in the bottom-right corner of the screen note titled “Before Contacting Support”**.

* Click **Details**
* Read it carefully
* Follow any instructions or checks mentioned

This step is important and may be required before support can act on your request.

***

### 2. Filling in the Ticket Form

Each field matters. Incomplete or unclear tickets slow down processing.

#### 2.1 Subject

Write a **clear and explicit title** that summarizes the issue or request.\
Bad example: `Problem`\
Good example: `VPS unreachable – no response on port 22`

#### 2.2 Service

If your request is related to an existing service (VPS, dedicated server, etc.), **select it**.\
This allows support to immediately see the affected resource.\
Only leave **none** if the request is not linked to any service.

#### 2.3 Department

Select the **correct department** (Technical, Billing, Sales, etc.).\
Choosing the wrong department will delay handling.

#### 2.4 Priority

Set the priority according to **real impact**, not preference:

* **Low**: general questions, non-blocking requests
* **Medium**: degraded service, partial issue
* **High**: service down, production impact

<figure><img src="/files/J8N7UMl2VGpK4qKZJekD" alt=""><figcaption></figcaption></figure>

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### 3. Writing an Efficient Ticket Message

Clarity and completeness are critical.

Your message should always include:

* **What you want or what is not working**
* **When the issue started**
* **What you already tried**
* **Exact error messages or outputs**
* **Expected result**

If relevant, add:

* IP addresses
* Hostnames
* Service IDs
* Timestamps
* Commands or configuration snippets

<mark style="color:$success;">ℹ The more precise and complete the information is, the faster the ticket can be processed.</mark>

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### 4. Attachments

If useful, attach:

* Screenshots
* Logs
* Error outputs
* Configuration files

Use **Select a file** or drag and drop files into the ticket.

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### 5. Submitting the Ticket

Once everything is complete:

1. Re-check your subject and message for clarity.
2. Click **Submit**.

Your ticket will then appear in the **Tickets** section of the dashboard and will be processed based on the provided information.

***

### 6. Key Takeaway

A **clear, detailed, and well-structured ticket** is the fastest way to get an effective response. Missing context or vague descriptions directly increase resolution time.


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