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If you need to get support from WebHostingHub this article will guide you through the process of submitting a ticket, and checking on the status of that ticket.
We'll cover the types of support requests, the differences between support requests, checking on the status of a support request, submitting a support request, adding details to a support request, and finally what we see when you submit a support request.
When submitting a support request, there are three different types of requests:
Verified ticket via PerlDesk (pDesk)
A Verified ticket means you've confirmed you own the account you're submitting a support request for.
A Non-verified email means you might have to confirm your account with either the last 4 digits of the credit card on file, or the current AMP password for your account.
Non-verified question to our Customer Community
A Non-verified question means that we'll look into and respond to your issue in our public Q&A section of our website. These are typically for questions outside of the general scope of our support team.
The main difference between a Verified and Non-verified support request comes down to the information we can relay to you, as well as any account changes that we can make for you.
If you just need to ask us a quick general question a Non-verified support request is fine. But if you actually need us to give you specific information about your account, or need us to make any adjustments for you, this needs to be done over a Verified request.
We answer all tickets in the order that they come in. If you'd like to check on the status of your support request you can use the My Tickets section of PerlDesk, or start a live chat, or give us a call at 877-595-4HUB (4482).
When you need to submit a support request to us, below are the 2 common things you'd need to look at:Submit Pdesk verified ticket
Login to our PerlDesk ticketing system in order to submit a verified support request.
If this is your fist time logging in, you'll want to click on the Lost password? link.
This is because when your PerlDesk account is first created on sign-up it has a random password we don't have access to.
Already have a password? Skip to Step 5
Then you'd want to type in your cPanel Username and account E-mail into the provided fields and click Submit.
You should receive an automated email with your new password to login.
Now go to PerlDesk again, type in your credentials and click Login
Click on Submit Ticket
Now you can fill in the full details of your ticket. Make sure that you select Support from the Category drop-down if this is a support request, or alternatively you can leave it on Billing for those types of requests.
Try to be as detailed as possibly about the issues or questions you have, and after filling everything out you can click on Submit Information to submit the ticket to us.
You should now see that your ticket was submitted and got some tracking information.
You can click on My Tickets in order to see all of your open tickets.
You can click on the subject of one of your tickets to check on the status of it.
If you need to add information to your ticket, this can be done at the bottom in the Add to Call section.
If you no longer need a response from us, you can also click on Close Request at the top-right.
In this case my site came back all on its own, so it might have just been a temporary networking issue on my end. So I simply closed out the ticket by entering in a note and clicking on Submit
If you'd like to submit a support request to us just over email, you can follow the steps below to accomplish this:
By default a support request coming in over email is Non-verified, if you need specific account information, or need us to adjust something on your account this requires a verified request.
Simply provide either the last 4 digits of the credit card on file, or your account's current AMP password in the body of your email to turn it into a Verified request.
After you submit a ticket, you should receive a confirmation email from our system with your ticket ID.
Now you just need to wait while we review your support request in our ticketing system. You will get an email from us again once one of our support staff replies to your ticket
If you need to add more details to your support request, you can simply reply to the email you recieve from our ticketing system without altering the subject, or by using the Add to Call section of PerlDesk.
When you first submit your ticket, it will be assigned to our Tier1 support staff to investigate further.
When a ticket is first submitted, we'll see something such as a new ticket was submitted 19 seconds ago.
Now because I told our support staff to ignore this ticket, it stayed in the Tier1 queue for 21 minutes and there would then be tickets being worked on before and after this one.
Please note that when adding information to a ticket, it resets the ticket's position in our queue. So if it had been showing it was in the queue for 21 minutes and then you updated the ticket, it would go back to being submitted 10 seconds ago.
As always we're here 24x7 to help, so if for some reason you aren't able to view the status of your support request please start a live chat session with us or give us a call at 877-595-4HUB (4482).
Thank you for your feedback!
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