How to Submit and Track Support Tickets via Client Area

Step 1: Access the Support Portal

1. Open your browser and go to Login page: Click Here

2. Enter your registered Email Address and Password, then click Log In.

3. Once on your Client Dashboard, access the support section using one of two methods:

   • First Method  (Top Navigation Bar): Click Support in the top menu and select Tickets or Open Ticket.

   • Second Method  (Dashboard Tile): Click the Open Ticket or Support shortcut box on your dashboard overview.

Step 2: Submit a New Support Ticket

1. Click the Open Ticket button.

2. Select the Relevant Department:

   • Technical Support: For CSR generation issues, domain validation (DCV), installation errors, or configuration help.

   • Billing & Sales: For invoice queries, payment issues, or upgrade requests.

   • Managed SSL Services: For users who purchased the Fully Managed SSL service and need hands-on installation support.

3. Fill in Ticket Details:

   • Subject: Enter a concise title summarizing your issue (e.g., “DCV CNAME Verification Pending for example.com”).

   • Related Service: Select the specific SSL certificate or domain service from the dropdown menu, if applicable.

   • Priority: Choose Low, Medium, or High based on the urgency of your issue.

   • Message: Describe your issue in detail. Include any error messages, domain names, server operating system, or control panel details (cPanel, Plesk, IIS).

4. Attach Files (Optional): Scroll down to the Attachments section to upload screenshots, error logs, or CSR text files (.png, .jpg, .txt, .pdf).

5. Click Submit.

Step 3: Track and Reply to Existing Tickets

1. Go to Support > Tickets from the top menu to view all your past and active support tickets.

2. Review the ticket list filtered by:

   • Subject / Department / Last Updated

   • Status:

     • Open: Awaiting review from the support team.

     • Answered: The support team has replied to your request.

     • Customer-Reply: You have provided additional information and are awaiting the next response.

     • Closed: The issue has been resolved and the ticket is finalized.

3. Click on the ticket subject to open the conversation thread.

4. To send additional information or follow up, scroll down to the reply section, type your message, add attachments if needed, and click Add Reply.

Important Security & Best Practice Notes:

• Never Share Private Keys: When submitting tickets or uploading files for SSL support, NEVER share your server's Private Key (.key file or RSA Private Key text). Support agents only require your CSR, Certificate files, or error logs to assist you.

• Email Notifications: Every time a support ticket is updated or answered, an automated notification is sent to your account email address. You can also reply directly to those email notifications to update your ticket.