Submitting a Ticket Request
When it comes to getting support from us at InMotion Hosting, it can be helpful to realize the way that our ticketing system works, and the multiple channels for getting help.
In this article we'll go over the types of support requests, the differences between support requests, checking on the status of a support request, submitting a support request, adding details to a support request, and finally what we see when you submit a support request.
Types of support requests
When submitting a support request, there are three different types of requests:
Non-verified question to our Customer Community
A Non-verified question means that we'll look into and respond to your issue in our public Q&A section of our website. These are typically for questions outside of the general scope of our support team.
This method is the easiest way to contact technical support. It is preferred because it provides a contact that does not require further verification.
Non-verified email to firstname.lastname@example.org
A Non-verified email means you might have to confirm your account with either the last 4 digits of the credit card on file, or the current AMP password for your account.
Differences between support requests
The main difference between a Verified and Non-verified support request comes down to the information we can relay to you, as well as any account changes that we can make for you.
If you just need to ask us a quick general question a Non-verified support request is fine. But if you actually need us to give you specific information about your account, or need us to make any adjustments for you, this needs to be done over a Verified request.
Checking on status of a support request
We answer all tickets in the order that they come in. If you'd like to check on the status of your support request you can start a live chat, or give us a call at 888-321-HOST (4678).
Submitting a support request
When you need to submit a support request to us, below are the 2 common things you'd need to look at:
Submit verified ticket
- Login to AMP.
- Click the Get Support button on the top right.
- In the Submit a verified ticket to Billing or Technical Support section; choose a Department, enter a information in the Subject, and Support Request Detail fields. Click the Submit button.
You will then see a message stating "A ticket has been submitted to Support from your account's primary email address: email@example.com"
Submit ticket over email
If you'd like to submit a support request to us just over email, you can follow the steps below to accomplish this:
- Send an email to firstname.lastname@example.org
By default a support request coming in over email is Non-verified, if you need specific account information, or need us to adjust something on your account this requires a verified request.
Simply provide either the last 4 digits of the credit card on file, or your account's current AMP password in the body of your email to turn it into a Verified request.
What you see after submitting a support request
After you submit a ticket, you should receive a confirmation email from our system with your ticket ID:
Now you just need to wait while we review your support request in our ticketing system. You will get an email from us again once one of our support staff replies to your ticket. In this case I just responded Staff response.
Adding more details to a support request
If you need to add more details to your support request, you can simply reply to the email you receive from our ticketing system without altering the subject.
What we see when you submit a ticket
When you first submit your ticket, it will be assigned to our Tier1 support staff to investigate further.
Below you can see here is the test ticket I submitted, and our ticketing system just got it 19 seconds ago.
Now because I told our support staff to ignore this ticket, it stayed in the Tier1 queue for 21 minutes and we can see that there are some tickets above and below ours locked and being worked on.
Now if you added additional information to your ticket by replying to the email, it will reset the ticket's position in the queue. Here you can see the ticket is back at the bottom of the queue, and just arrived 2 seconds ago.
Need immediate help?
As always we're here 24x7 to help, so if for some reason you aren't able to view the status of your support request please start a live chat session with us or give us a call at 888-321-HOST (4678).
We value your feedback!
There is a step or detail missing from the instructions.
The information is incorrect or out-of-date.
It does not resolve the question/problem I have.
2014-04-01 3:42 pm
We are having problems with prestashop I tried to change the language as suggested by Harry J but the error message: employee (Unknown column 'optin' in 'field list')
AMP Password: *********
prestashop login ******** psw ********
are 10 days that the site does not work and if necessary ask you to delete the software and reinstall the previous version prestashop 1.4
Also no longer able to operate with Crome and Safari
It 'a situation that we would like to solve very quickly because we're losing money is not working the shop.
Thank you for your cooperation
2014-04-01 5:25 pm
I did a lot of testing with a copy of your site and cannot confirm the reason for the mobile only view at this time. I reverted the copy to 1.5 and then upgraded again with the same result. It does appear to be file related as I did not change anything in the database.
We would be happy to revert your site back to a 1.4 version for you. You will need to upload a copy of the database and the backup files to your account and then submit a ticket to our Live Support team. They will be happy to accommodate.
I also removed the passwords and other identifying information from your post as this is a public space and everyone can view it.
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