What is a support ticket?
A support ticket is a written request for help. You describe your problem. The Hostvento team reads it and replies. Every ticket gets a number, so both sides can follow the conversation.
Steps
- Go to https://secure.hostvento.com/clientarea.php.
- Log in with your email address and password.
- Open the Support menu.
- Click My Tickets.
- A list of your tickets appears. It shows the subject, the department, the status and the last update time.
- Click a ticket to read the whole conversation.
What each status means
| Status | Meaning |
|---|---|
| Open | Your ticket was received and is waiting for the team. |
| Answered | The team replied. Please read it. |
| Customer-Reply | You replied, and the team will read it next. |
| In Progress | The team is working on it. |
| On Hold | The ticket is waiting for something before work continues. |
| Closed | The ticket is finished. |
The names can differ a little in your account.
Reply to a ticket
- Open the ticket from the list.
- Scroll to the reply box at the bottom.
- Type your message. Be clear and add details.
- Click Add Attachment if you want to send a screenshot.
- Click Submit.
Open a new ticket
Use the new ticket page. Choose the right department, write a short subject, and describe the problem step by step.
Tip: Reply in your existing ticket instead of opening a new one for the same problem. This keeps the full history in one place.
Do not put passwords in a ticket unless a support agent asks you to use a safe method.
Quick recap
- Log in and open Support, then My Tickets.
- The status column shows where your ticket stands.
- Click a ticket to read and reply.
- Keep one ticket per problem.