Client portal

How do I submit a Support Ticket?

March 12, 2013     0 comments

To submit a support ticket for assistance pertaining to anything site or hosting related, simply click the "Members" button on the Fins and Fur Hosting main site.

Or...click the login button in the upper right hand corner of the page your reading this article in.

You will be prompted with a login panel. Login using your user name and password.
Your user name will always be your email address. But be sure to use the email address that we have on file for you. (the one used used when you signed up)
Once your logged in if you hold your mouse on the word "Support" in the top menu, another menu drops down from it.
Click on the Submit NEW Ticket".
The Support page opens and you are presented with the following options;

  • Ticket Type - Choose a category for your ticket
  • Priority - This options lets you choose the urgency of your issue.
  • Select Package - This option lets you indicate which package you are directing the support issues to, if you happen to have more then one site being hosted.
  • Subject - Type a subject for your ticket.
  • And an open area to describe the issues you are having, what you may need assistance with, or the questions you may have.
You also have the ability to upload files, for example you would like to enclose a screen shot that you have created of your sites page with problems.
Click the "browse" button located near the bottom of the support ticket, locate the screen shot, or file you have created and saved, click on it to highlight it, then click open.
The file will automatically be uploaded and attached to your support ticket.
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Submitting a support ticket via Email
Support tickets can be submitted via email also. All you have to do is send an email to support@finsandfurhosting.com but make sure that you send the email from the actual address that you have listed in your account with us. Any mail sent to our support address from anyone who is NOT a client will automatically be rejected by the server. This is how we keep spam out of our way and your requests up front.
A good practice is to create a ticket with a distinct subject line, and then keep replying to that ticket as we work to resolve the request or make the updates you inquired about. Each time we reply you can reply also to the same ticket as we discuss the topic.
If you send a different email each time you respond instead of replying to the ticket being discussed, a new ticket will be opened. This becomes very confusing to us and you, as now the conversation is spread out over numerous tickets.
If you'd like to send edit requests for a different page, or request support for a different subject, then a new ticket would be best so that the conversation remains on topic and we can work with you much more efficiently with each one.

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