How to create a support ticket and get help fast

Stuck with your hosting, a domain or your email? Creating a support ticket is often the fastest way to get targeted help. You create the ticket in the LJPc hosting customer portal, so your question, all the details and every reply stay together in one place. This article explains how our support system works, how to create a support ticket step by step, and how to write your question so you get a fast, effective answer.

How does support work at LJPc hosting?

Support at LJPc hosting is built around tickets in the customer portal. A ticket is a message with a subject, a description, a priority and optional attachments. As soon as you submit it, it reaches us as a task that the team picks up.

The advantage of a ticket over a quick call or email is that your question, the priority you chose, the files and every reply stay neatly together. You follow the status yourself and you are notified as soon as there is an answer.

At LJPc you always deal with the same small team: Lars, Erik or Stefan. No anonymous call centre and no endless phone menus, just someone who knows your situation. Alongside tickets you can also call, send a WhatsApp message or email us, and for a genuine emergency outside office hours there is an emergency call. We list those options further down.

What you need before you start

To create a support ticket, it helps to have a few things ready:

• Access to the customer portal with your email address and password.
• Your two-factor authentication (2FA) code, if you have it switched on.
• Permission to create tickets. The main account has this by default. If you use a subaccount and do not see the New ticket button, ask the main user to grant you these rights.
• The details that go with your question: the domain or website it concerns, any error messages and screenshots.

How to create a support ticket step by step

Creating a ticket takes only a few minutes. Follow these steps in the customer portal.

1. Log in to the customer portal with your email address and password. If you have 2FA switched on, enter your code.
2. In the menu, go to Support and click Tickets. You will now see your open and finished tickets.
3. Click the New ticket button in the top right.
4. Fill in a short, clear title under Subject. This field is required. Write something like "Website no longer loads on example.com" rather than just "problem".
5. Choose how urgent your question is under Priority. This defaults to Medium. Below you can read which priority fits.
6. Describe your question or problem under Description. Be as specific as you can, because a clear description gets you a faster answer.
7. Add attachments if useful through Add files, such as screenshots or log files. You can send several files at once.
8. Check your details and click Submit. You then land straight on the ticket page, where you follow the status and can reply.

Setting the priority: which one to choose?

The priority tells us how urgent your question is. There are five levels, from Highest to Lowest. Choose a realistic priority, because it helps us pick up the most pressing issues first.

If you choose Highest, a note appears in the form: that priority is intended for critical issues that require immediate attention. So do not set every ticket to Highest. Not sure? Medium is almost always the right choice.

How to get a faster, better answer

The clearer your ticket, the faster we can help. These points really make a difference:

• Describe the problem clearly: what you did, what you expected and what happened instead.
• Include the exact error message. Copy the text or take a screenshot, so we do not have to guess.
• State which domain, website or email address it concerns.
• Mention when it started and whether you have already tried anything yourself.
• Add screenshots or files that show the problem.
• Keep it to one subject per ticket. That keeps things organised and stops anything from getting lost.

Some things you can sort out yourself, without a ticket. In the portal you can manage your hosting account and invoices, read how hosting billing works and, in many cases, change your hosting package on your own. If you get stuck, you can still create a ticket.

What happens after you submit the ticket?

Your ticket gets the status New and appears in your overview under Waiting for reply. The team picks it up and the status then moves, for example, through Analysis, To do, In progress and Testing to Finished.

As soon as there is a reply, you are notified. You respond on the ticket page under Replies, where you can attach files again. When you reply yourself, the ticket jumps back to New, so we can see it needs our attention again.

Everything stays saved in the portal, so you always have the full history of your question to look back on. If your ticket involves work outside your hosting or subscription, we ask for your approval first before any costs are charged.

Other ways to get in touch

A ticket is the handiest route for most questions, because everything stays neatly saved. If you would rather talk directly, you can:

• Phone: 085-130 6429.
• WhatsApp: 085-130 6429.
• Email: support@ljpc.nl.

Do you have a genuine emergency outside office hours? In the customer portal you can use the emergency call. You will find a personal emergency code there, then you call 085-130 6429 and enter that code to page an engineer. Only use this for urgent problems that cannot wait.

Cannot work it out, or not sure how best to describe your question? Feel free to create a support ticket or contact support, and we will help you further.