How to open a support ticket

This article explains how to correctly open a support ticket in the UP-NETWORK Sàrl client area and how to provide the right information so your request can be handled as efficiently as possible.

1. Accessing the Ticket System

1. Log in to the client area.

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.

---

Important: Read the Notice Before Submitting Any Tickets

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

---

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

ℹ The more precise and complete the information is, the faster the ticket can be processed.

---

4. Attachments

If useful, attach:

• Screenshots

• Logs

• Error outputs

• Configuration files

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

---

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.