Submitting and checking on status of tickets
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:
Verified ticket via PerlDesk (pDesk)
A Verified ticket means you've confirmed you own the account you're submitting a support request for.
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.
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.
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 use the My Tickets section of PerlDesk, or 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 our PerlDesk ticketing system in order to submit a verified support request.
If this is your fist time logging in, you'll want to click on the Lost password? link.
This is because when your PerlDesk account is first created on sign-up it has a random password we don't have access to.
Already have a password? Skip to Step 5
You should receive an automated email with your new password to login.
Now go to PerlDesk again, type in your credentials and click Login
Click on Submit Ticket
Now you can fill in the full details of your ticket. Make sure that you select Support from the Category drop-down if this is a support request, or alternatively you can leave it on Billing for those types of requests.
Try to be as detailed as possibly about the issues or questions you have, and after filling everything out you can click on Submit Information to submit the ticket to us.
You should now see that your ticket was submitted and got some tracking information.
You can click on My Tickets in order to see all of your open tickets.
If you need to add information to your ticket, this can be done at the bottom in the Add to Call section.
If you no longer need a response from us, you can also click on Close Request at the top-right.
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 email@example.com
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 recieve from our ticketing system without altering the subject, or by using the Add to Call section of PerlDesk.
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).
Thank you for your feedback!