Applies to: Opening a support ticket through the Ucartz client area
Support tickets are the main way to get help from Ucartz for anything that is not covered in the knowledgebase. This guide shows how to open one and what to include so it gets answered quickly.
Step 1: Check the knowledgebase first
Go to Support > Knowledgebase in the client area and search for your issue. Many common questions, such as DNS changes or control panel access, already have a step-by-step answer there, which is faster than waiting for a reply.
Step 2: Open a new ticket
If you cannot find an answer, click Support > Open New Ticket in the top menu, or the Open New Ticket button on your dashboard.
Step 3: Choose the right department
Pick the department that matches your issue:
- Technical Support: hosting, VPS, dedicated servers, SSL, monitoring and other technical queries.
- Billing and Sales: invoices, payments, renewals and account questions.
- Abuse & Bug: reporting abuse of a Ucartz service, or a bug on our site.
- Reverse DNS record (rDNS): adding or removing a reverse DNS (PTR) record.
- Privacy & Compliance: privacy, GDPR requests and compliance matters.
Picking the right department gets your ticket to the right team first time, instead of being transferred.
Step 4: Fill in the ticket
Complete the form:
- Subject: a short, specific summary, for example "VPS unreachable over SSH" rather than "help".
- Priority: leave this at the default unless the issue is urgent, such as a service outage.
- Related Service: select the specific service the ticket is about, if there is one. This lets our team see its details straight away.
- Message: describe the issue, what you expected to happen, and what you have already tried. Include any error messages exactly as they appeared, and attach a screenshot if that helps explain the problem.
Click Submit Ticket once you are done.
After you submit
You will get an email confirmation, and the ticket appears under Support > My Support Tickets. Replies arrive by email and in the client area. If you have more information to add, reply on the same ticket rather than opening a new one, so the history stays in one place.
