Manage tickets¶

Create new ticket¶

Go to MyCloud Dashboard, click Create () at the top of the screen to open the Help request () dialog box.

Select a Project () and a Category () of your request from the lists, type a ticket's subject in the Title () field, describe your request in the Message () box and, if necessary, add Attachments () to the ticket. When your request is well described (you can find our recommendations regarding making effective tickets a little below), click Open Ticket () - from this moment we are working on your request.

How to make ticket effective?¶

An effective ticket will be considered, resolved and responsed faster that a ticket which does not contain the information required for a proper understanding of a client's request and working on solving this request. If you want to get our assistance quickly, make sure that your ticket match these effective ticket attributes:

• The issue is described in detail
  • When you are contacting a support team you usually have a certain question or problem in mind. Try to describe the situation in as many details as possible. Make it simple, so anyone could understand what’s wrong and what bothers you.
• We know how to reproduce the issue
  • There is a rule stating that “to fix the problem, it should be reproduced first”. If you explain how to reproduce the problem step-by-step, we’ll be able to repeat it faster, thus come up with a solution faster.
• The required access to additional services is provided
  • If you would like us to fix the issue in your store, which is related to the additional services (DNS, mail service, Google services and etc.), it’s obvious that we will need access to it. Providing access along with your request will save a lot of time. An access to additional services can be provided here.
• Screenshot/link/video is attached
  • Sometimes it’s hard to describe what you see with words. If the problem is visible, show it to us by providing us with screenshot/link/video. It will help us a lot.
• Last changes are described
  • In case you have any information on the changes you made to your store recently (during the last three days) which may affect the server load and website accessibility, please, let us know about that. Your explanation will greatly help us take the right measures to settle the current situation.

Open tickets, Closed tickets, News & Announcements¶

Go the Notifications & Tickets tab and click one the Open tickets/Closed Tickets/News & Announcements buttons to see the appropriate lists of the tickets.