When it comes to getting support from us at InMotion Hosting, submitting a support ticket is one of the best ways to request assistance. To help with this task, it can be helpful to realize the way that our ticketing system works.
In this article we’ll go over the types of support requests, the differences between support requests, submitting a support request with details, checking on the status of a support request, and finally how to get immediate help if necessary.
Types of Support Requests
When submitting a support request there are two different types of options, a non-verified question and a verified ticket.
Non-Verified Question
Non-verified question to our Customer Community – A Non-verified question means that we will look into and respond to your issue in our public Q&A section of our website. These are typically for questions outside of the scope of our Support Team. We will be able to provide general assistance (without making changes to your account) and will not divulge any account-specific information.
If you just need to ask us a quick general question a non-verified support request is fine. However, if your request requires that we give you specific information about your account or make any adjustments on your behalf, you must submit a Verified ticket request.
Verified Support Ticket
Verified ticket submitted through AMP – This method is the easiest way to contact Technical Support. It is preferred because your authenticated session automatically provides your verified account details to our agents.
What Should You Include in Your Ticket?
Be sure to include the following information in your ticket so we can help you troubleshoot and provide assistance in the fastest way possible.
- What software and version are you using?
- Is it a base install or are plugins/modules added?
- What is the exact nature of the issue?
- What are the steps to duplicate the issue?
- When does this issue occur?
- Were there any changes made just prior to the start of the issue?
- If the software supports it, is caching enabled?
For more detailed information, see our full article:
Submit a Ticket From AMP
Since you must be logged into AMP before submitting a ticket, they are already “verified”. This means we can give you specific information about your account or possibly make adjustments on your behalf, if necessary.
- Log into AMP.
- Click the Get Help button as per the graphic below.
- 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 protected].”
Check Status of a Support Request
Once your initial request is received a ticket is created and queued, then we answer all tickets in the order that they are received. There are three possible statuses for your tickets and you can view them in AMP: Open, Awaiting your reply, or Solved.
- Login to AMP.
- Click the Get Help button.
- Click the Manage My Tickets button.
You will then see a list of your ticket requests.
You can also search or view by status. While the ticket is in the queue and/or being worked on, the status is open. If a support agent requests more information from you, it will be set to “Awaiting your reply“. Once a technician responds to your request, you will receive an email and the ticket will be set to Solved.
Adding Details to an Open Ticket
If more information is being requested by the team that’s assisting you, or you want to add more data, you can access the ticket in AMP then enter details and attach files if necessary. This can help them replicate the problem, troubleshoot further, and complete the ticket.
- Login to AMP.
- Click the Get Help button.
- Click the Manage My Tickets button.
- Click the ticket you want to add details to from the list of tickets presented.
- Click the box labeled Add to the conversation.
- You can then fill in your details as needed or add/drop files to attach them.
- Finally, click the Submit button.
The Technical Support team is available 24/7 and the Customer Service department is available from 9AM – 9PM ET, Monday – Friday via phone or chat. So if for some reason you need immediate assistance with your support request, please start a Live Chat session with us or give us a call at 757-416-6575.
