Go to Support > Open Ticket, choose the department, write your message and submit. You will receive email updates as it is answered, and the whole thread stays visible in the portal.
Choose the department correctly
Billing questions to billing, technical faults to technical. A ticket in the wrong queue gets moved, and the move costs time.
Put these five things in the first message
- What you were trying to do — the goal, not the mechanism.
- What actually happened — the exact error text, copied rather than paraphrased.
- Where — the full page address, service name, mailbox or domain. "The site" is ambiguous on an account with three.
- When it started, and what changed around then — an update, a password change, a new device, an office move. This detail resolves more tickets than any other.
- Who it affects — you, the office, or your customers.
Also say what you have already ruled out. If you have tried another browser, another network or a restart, mention it, or the first reply will ask you to do exactly those things and a day disappears.
A worked example
Weak: "Email is broken, please fix."
Strong: "Since about 9am today, outgoing mail from accounts@ourdomain.com fails on two PCs with '550 relay not permitted'. Incoming is fine. Webmail sends fine from the same address. Nothing changed except a Windows update on Tuesday. Two of five staff affected."
The second can be answered immediately. The first cannot be answered at all.
Priority
Use High for something that is down or actively causing loss right now, Medium for degraded or deadline-bound, Low for questions and planning. If everything is marked High the field stops carrying information, including for your genuine emergencies.
One problem per ticket
Unrelated issues in one thread get different owners and different timelines. Open one ticket each. Equally, do not open a second ticket about a problem that already has one — reply to the existing thread instead.
If the outage affects your email
Include a phone number that works. A ticket reply cannot reach you through the thing that is broken.
The article on writing a ticket that gets solved on the first reply goes into more detail, and the one on sending logs and screenshots covers how to attach evidence safely.
