> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digitalfyre.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating Support Tickets

Get help by opening a support ticket through the client portal. Tickets are the primary support channel for all service-related requests.

## When to Open a Ticket

**Use a support ticket for:**

* Technical issues with services
* Billing questions or disputes
* Service configuration help
* Account access problems
* Service cancellation requests
* General inquiries

**Use direct email or department contact for:**

* Sales questions → `sales@digitalfyre.com`
* Abuse reports → `abuse@digitalfyre.com`
* Network issues → `noc@digitalfyre.com`

## Opening a Ticket

**1. Log In**

Log in to `console.digitalfyre.com`.

**2. Go to Support**

Click **Support** → **Open New Ticket** in the main menu.

**3. Select a Department**

| Department | Use For |
| - | - |
| **Technical Support** | Server issues, service configuration, technical errors, performance, security |
| **Billing** | Invoice questions, payment issues, refund requests, pricing, account credits |
| **Sales & Upgrades** | Plan selection, upgrades, product questions |
| **Abuse & Security** | Phishing, spam, malware, attacks |

**4. Set Priority**

| Priority | Use When |
| - | - |
| **Low** | General questions, feature requests, non-urgent issues |
| **Medium** | Service is impacting some users, with non-critical technical issues |
| **High** | Service is completely down, security incidents, and critical functionality is broken |

**5. Write Your Ticket**

Add a clear subject line and detailed description. See [Getting Support](/support/getting-support) for tips on writing effective tickets.

**6. Attach Files and Submit**

Attach screenshots, logs, or supporting documents (max 10 MB per file — `.jpg`, `.png`, `.gif`, `.pdf`, `.txt`, `.doc`, `.docx`, `.log`), then click **Submit**.

## After Submitting

**1. Confirmation**

You receive a confirmation email with your ticket number.

**2. Assignment**

The ticket is reviewed and assigned to the appropriate technician.

**3. First Response**

The support team responds based on your selected priority level.

**4. Resolution**

The issue is investigated and resolved. You receive email notifications for each reply.

**5. Closure**

The ticket is closed once resolved. You can reopen it if the issue persists.

## Tracking and Responding

View your tickets at any time via **Support → My Tickets**. When support replies, log in to the portal and respond directly in the ticket thread. Answer all questions asked, provide any requested information, and confirm once your issue is resolved.

## Reopening a Closed Ticket

If an issue persists after closure, reopen the ticket, click **Reopen Ticket**, and explain why it still exists, along with any new details.

## Best Practices

**Do:**

* One issue per ticket
* Be specific — include service names, IPs, error messages, and steps to reproduce
* Attach screenshots of errors
* Use the correct priority level
* Update the ticket with new findings

**Avoid:**

* Vague descriptions (`it's broken`)
* Opening duplicate tickets for the same issue
* Replying multiple times without new information
* Setting High priority for non-critical issues

## Ticket Examples

**Technical Issue**

> [!WARNING]
>
> **Bad:** Vague, no details, nothing to act on.
>
> **Subject:** `website broken`
>
> **Message:** My website isn't working. Please fix it ASAP.

> [!TIP]
>
> **Good:** Clear scope, relevant details, steps already tried.
>
> **Subject:** `500 Internal Server Error on example.com after updating WordPress to 6.5`
>
> **Message:** Since updating WordPress to 6.5 this morning around 9:00 AM ET, my site at `example.com` (hosted on VPS `vps-nyc-204`, IP `203.0.113.45`) is returning a 500 Internal Server Error on all pages.
>
> The error log at `/var/log/nginx/error.log` shows:
>
> `FastCGI sent in stderr: PHP message: PHP Fatal error: Cannot redeclare stripe_init()`
>
> I have already deactivated all plugins via FTP and the error persists. WordPress and PHP (8.2) versions are unchanged. The site was working fine before the update.

**Billing Issue**

> [!WARNING]
>
> **Bad:** No invoice reference, no specifics.
>
> **Subject:** `charge is wrong`
>
> **Message:** I was charged the wrong amount. I want a refund.

> [!TIP]
>
> **Good:** Invoice number, expected vs actual amount, clear ask.
>
> **Subject:** `Incorrect charge on Invoice #10482 — billed for annual, should be monthly`
>
> **Message:** Invoice #10482 dated June 1, 2025, charged me **\$120.00** for an annual plan. My account is set to monthly billing at **\$12.00/mo**. I did not change my billing cycle and did not authorize an annual charge.
>
> Could you review and correct the invoice? If a refund is needed, my payment method on file is the Visa ending in 4242.

**Server Not Responding**

> [!WARNING]
>
> **Bad:** No server details, no troubleshooting attempted.
>
> **Subject:** `server down`
>
> **Message:** My server is down, please help urgently!!!

> [!TIP]
>
> **Good:** Server identified, diagnostics included, impact stated.
>
> **Subject:** `VPS vps-nyc-69 (192.168.42.69) unreachable via SSH since ~14:30 ET`
>
> **Message:** My VPS `vps-nyc-69` (primary IP `192.168.42.69`) has been unreachable since approximately 2:30 PM ET. SSH times out, and ping returns 100% packet loss.
>
> Steps already taken:
>
> * Confirmed the server shows **Powered On** in the portal
> * Attempted SSH from two different networks — same result
> * Opened the iKVM console — screen is black, no output
> * Attempted a Reboot from the Power Control tab 10 minutes ago — server still unresponsive
>
> This is a production server running our customer-facing API. Impact is ongoing.

## Sensitive Information

> [!CAUTION]
>
> Never attach files containing passwords, private keys, credit card numbers, or other sensitive credentials. Use the Sensitive Data tab inside the ticket instead.

See [Sharing Sensitive Data](/client-portal/support/sharing-sensitive-data) for the correct process.


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