Creating and Managing Support Tickets:
Support tickets are a great way of communicating with us when you are looking for support, have questions, reporting problems, or asking for assistance. The ticket system leaves a paper trail for both you and us to follow so that we both know that the issues were resolved. It also gives you a record of the answer, in case the problem arises again. Then all you need to do is look at the tickets, and you have your answer already!
Please note that if an issue turns out to be caused by third-party settings, changes outside of our hosting environment or misuse of Apexhost products/services (e.g. ISP restrictions, incorrect mail client settings in external mail client (e.g. Outlook, Thunderbird), misuse of Apexhost products/services, local device configuration, or external DNS changes), then any time spent troubleshooting may be billable in line with our support rates.
Creating Support Tickets:
CREATE TICKET VIA EMAIL
1. Send an email to support@apexhost.com.au.
2. If you already have a ticket related to your current issue, reply to the last email sent/received regarding the issue.
Please include any errors you get, specify the symptoms of the issue, who/what exactly is/is not affected, any changes recently you’re aware of and what email platform you are using.
CREATE TICKET IN CLIENT AREA
1. Log into the Client Area on Apexhost.com.au
2. Hover your cursor over My Account (Top RHS) and select My Tickets
3. Select Open Ticket (Bottom LHS)
4. Select Department and related service and fill out Subject and message.
Please include any errors you get, specify the symptoms of the issue, who/what exactly is/is not affected, any changes recently you’re aware of and what email platform you are using.
5. Click Submit (Bottom of page).
CREATE TICKET FROM APEXHOST WEBSITE
1. On apexhost.com.au, hover your cursor over Support and select Submit Ticket
2. Select Department and related service and fill out Subject and message.
Please include any errors you get, specify the symptoms of the issue, who/what exactly is/is not affected, any changes recently you’re aware of and what email platform you are using.
3. Click Submit (Bottom of page).
Managing Support Tickets:
MANAGE TICKET IN CLIENT AREA
1. Log into the Client Area on Apexhost.com.au
2. Hover your cursor over My Account (Top RHS) and select My Tickets
3. Select your ticket. You may reply to the ticket, even if you were the last to respond, add cc recipients or close it.
If you are not able to access your client area, feel free to contact us via email at support@apexhost.com.au or creating a ticket through the Client Area.
