How to Open and Manage a Support Ticket
The fastest way to get help from Unisolva is through the support ticket system in the client portal at my.unisolva.com. Every request - whether it is a technical issue, a billing question, or a service change - is tracked as a ticket with a unique ID, status updates, and full conversation history. This article walks you through opening a ticket, providing the right information, and tracking it to resolution.
Prerequisites
- An active Unisolva account
- Access to the client portal at my.unisolva.com (your login credentials were sent when your account was created)
Step 1 - Log In to the Client Portal
- Open your browser and go to my.unisolva.com
- Enter your email address and password
- If you have forgotten your password, click Forgot Password on the login page to receive a reset link by email
|
???? Tip Bookmark my.unisolva.com for quick access. This is the same portal where you manage your services, invoices, and domains. |
Step 2 - Open a New Ticket
- From the client portal dashboard, click Support in the top navigation menu
- Click Open New Ticket
- Select the appropriate department from the dropdown:
- Technical Support - for hosting issues, website errors, email problems, server configuration, or any technical question
- Billing Department - for invoice questions, payment issues, refund requests, or account balance inquiries
- Sales Department - for pre-sales questions, new service quotes, plan upgrades, or ERP consultations
Step 3 - Fill In the Ticket Details
A well-written ticket gets resolved faster. Include the following:
- Subject - a brief, specific summary of your issue (e.g., “Website showing 500 error since 2 PM” or “Cannot receive email on [email protected]”)
- Priority - select the urgency level:
- Low - non-urgent question or feature request
- Medium - issue affecting functionality but with a workaround available
- High - significant impact on operations, no easy workaround
- Critical - complete service outage or data loss risk
- Related Service - if applicable, select the hosting plan, domain, or service the issue relates to. This helps the team locate your account quickly.
- Message - describe the issue in detail. Include:
- What you were doing when the problem occurred
- The exact error message (copy and paste it if possible)
- When the issue started
- What you have already tried
- The URL or domain affected
- Attachments - attach screenshots, error logs, or any files that help illustrate the problem
- Click Submit to create the ticket
|
❗ Important Setting the correct priority helps the team triage your ticket accurately. Marking a non-urgent request as Critical does not speed it up - it can actually slow down response to genuinely critical issues. See: Understanding Unisolva’s SLA - Response and Resolution Times for priority definitions. |
Step 4 - Track Your Ticket
After submitting, you can monitor your ticket’s progress:
- Go to Support > My Tickets in the client portal
- You see a list of all your tickets with their current status:
- Open - your ticket has been submitted and is awaiting a response from the team
- In Progress - a support engineer is actively working on your issue
- Customer Reply - the team has responded and is waiting for your input
- On Hold - the ticket is paused pending additional information or a scheduled action
- Closed - the issue has been resolved
- Click any ticket to view the full conversation, add replies, or upload additional attachments
|
???? Note You also receive email notifications for every reply on your ticket. You can respond directly from the client portal or by replying to the notification email - both methods update the same ticket thread. |
Step 5 - Reply to Your Ticket
- When the support team responds, you receive an email notification
- Open the ticket in the client portal (Support > My Tickets) or reply to the email
- Provide any additional information requested by the engineer
- Attach new screenshots or files if relevant
- Click Reply to send your response
|
???? Tip Keep all communication within the ticket thread. Avoid opening a second ticket for the same issue - it splits the conversation and can delay resolution. If you have a separate, unrelated issue, open a new ticket for that one. |
Step 6 - Closing and Reopening Tickets
Tickets are closed in two ways:
- Resolved by the team - the engineer marks the ticket as closed after confirming the issue is fixed. You receive a closure notification.
- Auto-closed - if a ticket is waiting for your reply and you do not respond within several days, it may be automatically closed.
If a closed ticket’s issue reoccurs or was not fully resolved:
- Open the closed ticket in Support > My Tickets
- Click Reply to reopen it - this restores the full conversation history so the engineer has context
- Describe what is still happening or what changed since the ticket was closed
Verify It Worked
- You can log in to my.unisolva.com and navigate to Support > Open New Ticket
- You have submitted a ticket and received a confirmation email with a ticket ID
- You can view your ticket status and reply from the client portal
- You know which department to select for different types of requests
Related Articles
- Understanding Unisolva’s SLA - Response and Resolution Times
- How to Reach Support - Channels and Best Practices
- Unisolva’s 99.99% Uptime Guarantee - What It Means for You
- How to Pay Your Invoice and Manage Billing (Billing & Payments category)
