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Published on November 14, 2026 Something is wrong with one of your services and you want to open a support ticket, without three rounds of messages before anyone knows which service you mean? Since October 2026, the OnetSolutions console guides you through four steps to open a ticket: department, service, description, review. Support gets the context it needs from the very first message.

Before you open a ticket

When you click New Ticket under Support > Tickets, the console first points you to three resources:
  • Read the documentation: guides and answers to common questions, where most requests are answered.
  • Check the service status: ongoing incidents and maintenances are posted live on status.onetsolutions.net.
  • Re-read our e-mails: maintenances, incidents, invoices, we tell you by e-mail, and everything we sent you is in the console too.
If an incident or a maintenance is under way, the console shows it at the top of the page. None of that answers your question? Pick Open a ticket: a support agent will reply to you.
A person on our team reads your message and investigates it. The more precise your description, the faster the answer.

Open a support ticket in four steps

1. Which department?

Pick the team that best fits your request.

2. What is this about?

Pick the service involved, if any, so the right context comes with your ticket:
  • General question: not tied to a specific service;
  • Compute Instance: a VPS or dedicated server;
  • Domain: a domain name you manage;
  • Web Hosting: a hosting account.
Then select the exact service from the list, with search to find it in a few keystrokes.

3. Describe your request

Give a subject, a priority (Low, Medium or High) and a short message. A good subject names the problem: “Cannot connect to my instance”. The message field guides you. In a few sentences, say:
  • what happened, and when it started;
  • the exact error message, copied as is;
  • the steps that lead to the problem.
Keep it short: three to five sentences is enough. A short message gets handled faster.

4. Review and submit

Check the summary, then click Submit Ticket. The console confirms that your ticket has been submitted, with its number.

Pick up a ticket later

While you write, your ticket is saved as a draft in your browser. You can leave the page and come back: it resumes at the step where you stopped. Discard draft starts over.

Follow your tickets in the console

Support > Tickets lists your tickets, with search and filters. Clicking a ticket opens the conversation in a panel next to the list. Each ticket shows its status: Open, Answered, Customer Reply, In Progress, On Hold or Closed. Support replies to you in English.

Go further

Not an OnetSolutions customer yet? It all starts at onetsolutions.net.