Tools and instructions enabling you to maximize the potential of your Hostwinds product and service experience.


Create, Submit, and Manage Tickets

What Are Tickets?

At Hostwinds, tickets are the main channel of communication between us and our clients. Our ticketing system is designed to provide a streamlined and organized approach to managing customer inquiries, categorizing them by department, date, and task specificity. Our goal is to respond promptly and provide the right solution to our clients' problems in the most effective and efficient way possible.

Why Does Hostwinds Use Tickets?

Hostwinds uses a ticketing system to efficiently manage customer inquiries in sales, billing, and technical support. Here are some reasons why Hostwinds uses a ticketing system:

  1. Efficiency: The ticketing system enables Hostwinds to prioritize and manage customer inquiries in a timely and organized manner. This helps reduce response times, streamline support operations, and improve customer satisfaction.
  2. Accountability: The ticketing system allows Hostwinds to track and monitor the progress of each inquiry, ensuring that each request is assigned to the appropriate team member and resolved promptly. This level of accountability helps to ensure that customers receive the highest level of service possible.
  3. Record-Keeping: The ticketing system maintains detailed records of customer interactions, which can be helpful for future reference and analysis. This helps identify patterns or trends in customer inquiries, enabling Hostwinds to proactively address issues and improve support operations.
  4. Collaboration: The ticketing system enables multiple team members to work on a customer inquiry simultaneously, allowing for collaboration and knowledge-sharing across teams. This leads to faster resolution times and better overall support quality.
  5. Security: The ticketing system ensures secure communication between Hostwinds and the client by assigning a unique ticket to each communication session within an account. This prevents unauthorized access and protects user data.

Overall, Hostwinds uses a ticketing system to improve support operations, enhance customer satisfaction, and streamline workflow.

Ticket Creation and Submission

To open a ticket at Hostwinds, please follow these steps:

  1. Log in to your Hostwinds account at https://clients.hostwinds.com/clientarea.php using your registered email address and password.
  2. Once you are logged in, click on the Support tab located at the top of the page.
  3. Under the "Support" tab, click on Open a Ticket.
  4. Select the department that corresponds to your request from the available options. The options available include sales, billing, technical support. For further information about our departments, please refer to our Tiers of Support.
  5. Fill in the required details for your ticket, including the subject, message, and any attachments if necessary.
  6. After you have provided all the required information, click on Submit to create the ticket.
  7. Your ticket will be assigned a unique ticket number, and you will receive an email notification confirming that the ticket has been created.

Furthermore, once you submit a ticket to Hostwinds, both the primary account email and any authorized sub-accounts will receive a notification of the ticket submission.

Ticket Management

Once a ticket is submitted, Hostwinds customers can follow up by replying to the emails sent to their registered email address. Replies via email will be automatically added to the ticket thread for further communication. Additionally, Hostwinds offers a ticketing portal for customers who prefer to manage their tickets from a central location. The portal provides additional features for reviewing and managing tickets, making it an excellent option for customers who want to keep track of their inquiries.

To manage a ticket within a Hostwinds account, follow these steps:

  1. Log in to your Hostwinds account at https://clients.hostwinds.com/clientarea.php using your registered email address and password.
  2. Once you are logged in, click on the Support tab located at the top of the page.
  3. Under the Support tab, click on Tickets.
  4. You will see a list of your tickets. Click on the ticket you want to manage.
  5. You will be taken to the ticket details page. Here, you can view the status of your ticket, add a reply, or update the ticket information.
  6. To add a reply, simply type your response in the text box after clicking the Reply button.  Select Submit when you are ready to submit your information. Your reply will be added to the ticket thread.
  7. You can also close the ticket if the issue has been resolved and if our support has not already responded. To do so, click on the Close button.
  8. If you have multiple tickets, you can use the search function to find specific tickets or filter them by department, status, or date.

By managing your tickets through Hostwinds' ticketing system, you can keep track of all your inquiries, monitor their progress, and ensure that your issues are resolved in a timely and efficient manner.

Ticket Statuses

At Hostwinds, there are several ticket statuses that customers may encounter when managing their inquiries. Here are the ticket statuses and what they mean:

  • Open: This status means that the ticket has been submitted and is waiting for a response from the Hostwinds support team. After a short period of time, the ticket status will change to a status of On-hold.
  • On Hold: The "On Hold" status is used when a customer has opened or replied to a ticket and it's in the support team's queue for processing. It's important to note that "On Hold" tickets may appear as "Closed" when selected and viewed, but the ticket is not actually closed. Customers may still provide further information to their ticket before Hostwinds responds. It's important to include all necessary information in each response to the ticket for quicker processing, as our queues work on a first-come, first-served basis based on the last received message.
  • In Progress: This status indicates that a support team member is reviewing or actively working on the ticket.
  • Answered: This status indicates that our support team has answered the ticket. Answered tickets may include resolution, reasoning, notification of escalation, or requesting further information from the customer.
  • Customer-Reply: This status is briefly indicated when a customer replies to a ticket and before it enters an On-Hold status.
  • Closed: The "Closed" status indicates that the ticket has been manually closed or automatically closed after 24 hours without further response after it has been answered. However, customers can reopen closed tickets at any time by replying to them.

Remember, our support team is always ready to assist you, and you can reach us through the ticketing system or live chat. If you have any questions or concerns, don't hesitate to contact us!

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