Support tickets

Support tickets

Support tickets are managed in the panel under Support (https://panel.cloudweb.sk/tickets). A ticket can also be opened without logging in, via the form on the public support site (support.cloudweb.sk) – useful, for example, before you have an account set up, or when the issue is account access itself.

Opening a ticket

The form requires:

• Type – technical, billing or general,
• Subject,
• Description – at least 20 characters.

The logged-out form on the public support site additionally requires your name and email, with an optional phone number.

You can attach up to 5 files, each up to 10 MB, in JPG, PNG, PDF, DOC, DOCX, TXT or ZIP format.

Replying

You reply to an existing ticket directly on its detail page – the reply form is still available on a closed ticket, with a note above it reading "This ticket is closed. Replying will reopen it." A reply has the same attachment limits as opening a ticket (5 files, 10 MB each, the same allowed formats), and the reply text must be at least 10 characters. Replying to a closed ticket does reopen it, so you can always come back to a resolved topic.

Ticket statuses

A ticket moves through Open → Assigned → In Progress → Closed (closed can be flagged as solved, won't do, unresolved, or no reply). You'll see the status both in the ticket list and on the ticket's detail page.

Notifications

You get an email notification when a new ticket is created and whenever support replies; the same activity also shows up in the panel's notifications.