At Netz0, our support ticket system is the primary channel for receiving official assistance from our team.
Before opening a new ticket, we recommend exploring these self-service options to find an immediate answer:
Support Search: Use the search bar on our Support Page to browse our library of frequently asked questions and documentation.
In-Interface Help: Many Netz0 interfaces include a Help Icon located near the page content. Clicking this will link you directly to the relevant help article for that specific feature.
If you cannot find the answer via search or the help icon, please follow the guide below to open a support ticket.
How to Create a Ticket
To begin the process, navigate to the Create Ticket page in your dashboard and follow these steps:
1. Select Support from the main navigation menu.
2. Click the New Ticket button.
Completing Your Ticket
To ensure our team can resolve your issue as quickly as possible, please provide detailed information in the following fields:
1. Subject
Provide a concise, descriptive summary of your issue.
Good Example: “Cannot receive email on info@example.com after DNS change”
Avoid: “Help!” or “Problem”
2. Priority
Select the priority level that best reflects the impact of the issue on your business operations. Selecting the correct priority helps our team triage requests and ensures that critical outages are addressed immediately.
Low: Use for general questions or feature requests.
Normal (Default): Use for standard inquiries and non-critical issues.
High: Use when a service is degraded, but a workaround is available.
Urgent: Use only for critical service outages that are halting your business operations.
Note: To ensure our team can respond to true emergencies as quickly as possible, please avoid over-using the “Urgent” priority for non-critical matters. Improperly categorized tickets may be subject to reassessment by our support staff.
3. Category
General: Use this for most standard inquiries.
Billing: Select this for all questions regarding invoices, payments, or account upgrades.
Technical: Select this if you require technical assistance. Choosing this option will reveal a secondary menu allowing you to specify the affected service.
4. Description
Provide as much context as possible. The more detail you provide, the faster we can assist you. Please include:
Affected domain names or service identifiers.
Relevant invoice or order numbers.
Exact error messages received.
Pro-Tip: A screenshot of the error is often more helpful than a text description, as it allows our team to see exactly what you are seeing.
5. Attachments (Optional)
You can attach files by dragging and dropping them into the attachment section or by clicking to browse your local computer.
Limits: Up to 5 files per upload; maximum 10 MB per file.
Supported Formats:
Images: .jpg, .jpeg, .png, .gif, .webp, .heic
Documents: .pdf, .docx, .xlsx
Data/Logs: .txt, .log, .csv
Email: .eml
Archives: .zip, .rar, .7z, .tar.gz, .tgz, .tar.xz, .gz
Pro-Tip: If you need to upload an unsupported file type, please compress it into a supported archive format (e.g., .zip).
6. Submission
Once you have completed all fields, click Create Ticket.
Upon submission, you will receive a unique Ticket ID for your reference and an email confirmation. You can track the status of your request in your ticket list. If you need to provide additional information add a comment to the open ticket; there is no need to create a new ticket for the same issue.
Best Practices for Faster Resolution
To help our engineers diagnose and resolve your issue on the first attempt, please include the following details in your description:
The exact service affected (e.g., “Cloud Site on example.com”).
The specific action taken (e.g., “I updated the A record” or “I added a new mailbox”).
Expected vs. Actual behavior (e.g., “I expected the site to load, but I am seeing a 404 error”).
Timeline (When the problem first started).
Recent Changes (Any recent DNS edits, plan upgrades, or new domain registrations).