Introduction

In this tutorial, you will be introduced to the Support Tickets section available in your HostArmada Client Area (“Client Dashboard”). Your convenience, as our customer, is extremely important to us; therefore, we have done our best to develop an adequate and user-friendly interface to ease your interaction with our staff as much as possible. We will guide you on how to effectively manage your tickets, as well as how to submit a new ticket and request assistance from our Technical Support and Billing Departments.

Submitting Support Tickets

The ticketing system is used for internal communication between you and our Technical Support and Billing representatives. In case you are experiencing technical difficulties or you have billing inquiries, you can escalate your request by submitting a support ticket. Please note that for minor tech inquiries or questions, you are always welcome to contact our Support Team over the Live Chat.

Log in to your HostArmada Client Area.

Scroll down, you will be able to submit a new ticket either by clicking the “New Ticket” button located under the “Support Tickets” section or by clicking the “Open New Ticket” button in the left-hand side menu bar.

Once this is done, the first thing you will need to select is the department this ticket will be assigned to. Depending on your inquiry, please make sure to select the most relevant category from the following:

• Website Down - Intended for inaccessible, unresponsive websites and errors affecting website availability.
• General Support - Intended for general inquiries or inquiries not applicable to any of the remaining categories.
• Website Transfer - Intended for website transfer requests from third-party hosting providers to HostArmada.
• cPanel Support - Intended for any cPanel-related questions or inquiries.
• Domains and DNS - Intended for any domain and DNS inquiries and questions.
• SSL and Security - Intended for SSL inquiries, such as installation, renewals, issues, etc. As well as any website security inquiries.
• Email Support - Intended for any Mail service inquiries.
• Theme & Plugin Installations - Intended for any theme or plugin installation requests.
• Script/Service Installations Support - Intended for any script, software, or service inquiries.
• Billing - Intended for any billing-related questions or inquiries.
• Service Optimization - Intended for resource usage questions and service optimizations.
• ToS Violations - Intended for Terms of Service violation tickets.

When you select a category, you will be presented with a new screen where you will need to specify the rest of the ticket details. Please note that if you click the “Submit” button, you will be taken directly to this screen, and you will need to select the applicable category from the “Choose Department” dropdown instead.

From the “Ticket Priority” dropdown menu, you can select the applicable priority depending on the inquiry urgency. Then you will need to specify the “Subject” of the ticket and select the service associated with the inquiry from the “Related Service” dropdown menu.

In the “Message” text field, please explain your inquiry in detail. Providing as much information as possible is vital as it will help our team to easily locate the issue and resolve it faster.

Finally, when you are ready, click the “Submit” button, and your ticket will be opened and escalated to the members of the selected support department.

Managing Support Tickets

As you have probably already noticed on the Home Page of the Client Area, we have included the “Support Tickets” block, which indicates the total number of tickets, as well as the number of active tickets (all tickets apart from the closed ones).

Under the “Support Tickets” page, you will be able to review the entire ticketing history of your account with HostArmada. The purple bar located above the list of tickets allows you to sort the tickets by status as well as to search for a specific ticket by keyword(s).

The information displayed for each ticket is quite self-explanatory; it shows the department (ticket category), the subject, the status, and the time of the last update.

Intuitively, in order to review or update a given ticket, you will need to click on the “View Details” button.

On the “View Ticket” page, you will see the entire ticket discussion displayed in chronological order (from the initial ticket message at the top to the latest reply at the bottom).

Below that, you will see two options: to “Compose a Reply” in case you need to answer our team or to “Close ticket case” in case your inquiry has been resolved.

Please note that, if a ticket is not updated from your end within 72 hours, the ticket will be automatically closed due to inactivity. The count is activated only when the last reply is submitted by our team. If an unresolved ticket has been automatically closed, you will be able to re-open it and reply to our team.

If you want to update the ticket, after you click on the “Compose a Reply” button, you will be provided with the “Message” dialog where you will need to type your answer and just hit the “Submit” button.

Once this is done, you are all set and you will need to do is to wait for our team’s update.

Each time a ticket is updated from the HostArmada team you will also receive an email notification sent to the primary email address of your account with us. Please note that due to security reasons, the ticket response will NOT be displayed in the email. You will be able to review it only through the Support Tickets section in your Client Area.

We hope that you found the information in this tutorial useful and easy to follow. In case you are experiencing any difficulties while accessing your account or during submitting tickets, please make sure to immediately contact our Support Team available over the Live Chat.