This article explains how to use the Create a New Ticket interface, which guides you step-by-step through the process.
Note: The PlanetHoster glossary contains explanations on many subjects and can be consulted to clarify certain terms.
Prerequisites
Enter the following address in your web browser: https://my.planethoster.com.
How to Create a New Ticket
The interface guides you step by step through the process of creating a ticket.
Go to My Support – > Create a New Ticket in the menu.
| Functionality | Comments | |
|---|---|---|
| A | DEPARTMENT Radio buttons to select the department best placed to solve the problem. | Technical Support: technical problems (bugs, etc.). Commercial / Billing: any problem relating to financial matters. Sales: used mainly those who contact the support via the contact form (future customers). |
| B | SERVICE PlanetHoster service. | For exemple : World, HybridCloud, VPN, etc. |
| C | PRIORITY Cursor used to define priority. | This helps us to compare notes with each other and to pay attention to the most critical ones first. See How to prioritise. |
| D | SUBJECT High-level description of the problem. | |
| E | DESCRIPTION Field allowing you to write to technical support with all the details you require. | Please provide as much detail as possible to enable us to help you. The clearer and more precise you are, the better and quicker we can serve you. |
| F | Section for attaching files. | By clicking on Add attachment(s) or drop file(s) here, you will see an interface that allows you to include the attachments, one at a time. |
| G | The YES option allows you to share your password in complete security. | You will need to enter your password, as only you know it. The password is encrypted and is only visible to support staff. We keep the password for a period of 7 days. |
| H | Click on the Create button when you are finished. | Your ticket will be registered and sent to technical support. |
How to Establish Priority
The notion of priority is subjective. Although it would be risky to establish a precise definition for each category, we can nevertheless issue a few guidelines to help interpret them.
Normally, priority levels vary according to the losses the bug causes or its impact. To illustrate our point, we will take two examples: a website availability problem and a blocked IP address problem. The problem can be classified from normal to critical according to its impact.
| Interpretation with the website availability example | Interpretation with the blocked IP example | |
|---|---|---|
| Normal | I am the only person who cannot access my site. | Only one customer is blocked because he changed his password (I can fix it myself but I don’t know how). |
| Medium | My friend and I are the only people without access to the site. | An IP is blocked, but when I unblock it, it immediately blocks again (I don’t know what to do). |
| High | Not everyone in my town has access to my site, but the rest of the world does. | I cannot unblock the IPs. |
| Urgent | The whole country cannot access my site, but the rest of the world can. | I cannot unblock IPs and the problem must be solved in the shortest possible time. |
| Emergency | The whole continent cannot access my site, but the rest of the world can. | My personal IP is blocked, which prevents me from running my site. |
| Critical | No one in the world has access to the site. | All the IPs are blocked and this has a negative impact on my turnover. |