How to open a support ticket (panel)

Panel → Support, a subject that names the object, the invoice code or IP, and a positive balance. What to include, what never to paste, and reply rhythm.

Полный текст статьи на английском. Шапка, каталог и оплата переведены.

The path

Sign in → Support → new ticket. Two rules gate the queue: tickets need a positive account balance, so top up first if it reads zero, and the account itself is the thread — replies land in the panel, not in a side email. English gets the fastest answer; the panel UI follows your locale, but the queue is read in English first.

What to write

• rDNS request: the IP plus the FQDN already on its A/AAAA record.
• Invoice or payment: coin, txid, invoice code.
• A stuck server action: server id and exactly which panel button you pressed.

A subject that names the object — “PTR for 203.0.113.7” — shaves a round-trip off every case. Never paste root passwords: OpenSSH manual keys only, and the desk will never ask for a credential in the first place.

Payment cases

Payment tickets live or die by the transaction ID, so include it with the coin and the invoice code. The watcher credits exact amounts on the chain automatically; a human reads the case when a transfer underpaid, went out on the wrong network, or stalled at an exchange's withdrawal queue. One rule saves time in every scenario: stop before firing a second transfer at a single-use address.

What tickets are not for

The queue handles account, billing and server actions — not sales questions the catalog already answers, and not third-party reports, which belong at the abuse address with URLs and timestamps. Managed administration is likewise out: root is the product, and the knowledge base carries the checklists a sysadmin needs. The payment flow page answers most invoice questions before a ticket exists.

Response rhythm

Replies come in working-hours waves rather than minutes-on-end chat cadence; a case with complete data often closes in one exchange, while an incomplete one waits on your next reply. Hardware-level work has its own clock: dedicated racking and IPMI hand-over run 2–4 hours and are announced in the order flow, not negotiated in the queue. Keep one thread per problem — new topic, new ticket.