> ## Documentation Index
> Fetch the complete documentation index at: https://blog.onetsolutions.net/llms.txt
> Use this file to discover all available pages before exploring further.

# How to open a support ticket and get a faster answer

> Open a support ticket in four guided steps in the OnetSolutions console: the right service, the right context, and a faster answer from support.

*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](https://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.

> [!NOTE]
>
> 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.

| Your request | Department |
| - | - |
| Invoices, payments, refunds, payment methods | **Billing** |
| A technical issue with one of your services | **Technical** |
| A question about your account or our offers | **Support** |
| A quote, a project, a tailored offer | **Sales** |

### 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.

> [!TIP]
>
> 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.

| Situation | In the console |
| - | - |
| Support has replied | The dashboard tells you support has replied |
| See the tickets waiting for your reply | **Support > Overview**, waiting for your reply |
| Reply to support | The ticket's message box, then **Send** |
| Your issue is fixed | **Mark as Resolved**, then confirm |
| A new request | Open a new ticket |

Each ticket shows its status: **Open**, **Answered**, **Customer Reply**, **In Progress**, **On Hold** or **Closed**. Support replies to you in English.

## Go further

* Step-by-step guide: [support in the console](https://help.onetsolutions.net/console/support).
* A VPS that won't boot? Try [rescue mode](https://blog.onetsolutions.net/en/vps-rescue-mode-repair-server-that-wont-boot.md) first.
* Work as a team on one account: [manage your organizations](https://help.onetsolutions.net/console/organizations).

Not an OnetSolutions customer yet? It all starts at [onetsolutions.net](https://onetsolutions.net).


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