How to work with tickets on the Customer Portal

 This article describes how to use the Customer Portal to open a ticket and view your ticket history. You can open tickets with General support, Financial and technical support.

  • OPENING A TICKET

Opening a ticket with TmWebhosting on the Customer Portal is easy. You can open a ticket with our Financial, technical support, or General Support staff.

  1. Log in to Your TmWebhosting Account By inserting your email and password Here.

2. On the menu bar, click Open Ticket: 

3. Select the type of ticket you want to open. Choose General Enquiries, Financial or Technical Support by clicking the appropriate button.

4. After filling the ticket info click submit We will respond to your ticket as soon as possible.

  • WRITING A HELPFUL TICKET

Writing a helpful ticket is the first step to getting a prompt and correct response. Use the list below as a guide to helpful items to include in your ticket. The list is not exhaustive and not every item will apply in every situation.

 

  1. Try Self-help

    The TmWebhosting Knowledgebase has solutions to many common problems. Some issues have multiple possible solutions. Any possible solution you try will reduce the number of things support needs to investigate and you might just solve the problem yourself.

  2. Include all the details

    When resolving a ticket, nothing saves time like having all the details. Useful details include:

    1. Let us know what you have already tried to fix the issue and what the results were.
    2. If any error message is shown, please provide the exact error message received.
    3. Tell us about the environment.
      • What operating system is in use?
      • What browser and version is used?
      • What CMS is installed and what version?

    4. Describe any recent changes.

      • Was there a manual or automatic update to the software?
      • Was a lot of new data uploaded?
      • Was the site recently migrated?

    5. Can the problem be repeated?

      • When did the problem start?
      • Does it happen from multiple locations?
      • Does it happen across multiple browsers?
      • Does it happen at all times of the day?

  3. Screenshots

    Include screenshots to help describe the issue.

  • VIEWING YOUR TICKET HISTORY

 

You can use the Customer Portal to view a list of all tickets you have opened previously. To do this, follow these steps:

  1. Log in to Your TmWebhosting Account  
  2. Click on tickets or you can always view your recent tickets at  RECENT SUPPORT TICKETS

3.A list of all tickets you have submitted appears:

  • To view a specific ticket, click the ticket title. You can update the ticket or post a reply.

 

 

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