Support & Tickets #

When you need a hand from the Hagency team, open a support ticket from the dashboard. Tickets are private to you and your support agents.

Opening a ticket #

  1. Click Tickets in the navigation bar.
  2. Click New Ticket.
  3. Fill in:
    • Subject — a one-line summary
    • Message — describe what's happening, what you expected, and any error messages or screenshots
  4. Click Submit Ticket.

Submitting a ticket or adding a customer reply queues an email to each active support administrator. When an administrator replies, you receive an in-app notification and, when Support replies email notifications are enabled in your preferences, an email. Email delivery also requires the operator to have an enabled email provider.

Replying to a ticket #

Open an open ticket from the Tickets list and type into the reply box at the bottom of the thread. Messages are displayed as plain text.

Status #

StatusMeaning
openThe conversation is active and can receive replies
closedThe ticket has been archived

A closed ticket cannot receive more replies. Create a new ticket if you need more help.

When to use a ticket vs. the docs #

  • Use the docs for "how do I…" questions.
  • Use a ticket when something is broken, when you need a manual operation (e.g. a manual backup), or when you have a billing question that involves your specific account.
  • For platform-wide outages, also check the public status page if your operator publishes one.

What to include in a good ticket #

  • Your server subdomain
  • The exact action you took
  • The expected vs. actual result
  • Any error message (full text or screenshot)
  • The approximate timestamp (so support can find logs)

A clear ticket gets resolved much faster than a vague one.