Contacting Technical Support¶

In this article

• Access to the Technical Support System
• Managing Existing Requests

The HOSTKEY support system is a convenient tool for resolving any issues related to hosting, servers, and technical problems. Through your personal account interface, you can create requests (tickets) and track their status.

Access to the Technical Support System¶

Opening the Request Creation Form¶

1. In the top menu, find and click the Support button;

2. In the opened window Requests to support, click the New request button:

   

Filling Out the Request Form¶

In the form that opens, fill out the following fields:

Required Fields:

• Summary (brief description) - enter a short but informative description of your problem.
• Description (detailed description) - describe the problem in detail and specify:
  • What exactly is not working;
  • The actions you have taken;
  • The result you expected to receive;
  • Any additional information that may help resolve the issue.

Additional Features:

• Attachment - attach files, screenshots, or logs (maximum file size: 3 MB)

Sending the Request¶

1. Check the correctness of all filled fields.
2. Click the Send button to submit the request.
3. If you need to cancel creating a request, click Cancel.

Managing Existing Requests¶

Viewing List of Requests¶

• In the window Requests to support, your requests are displayed.
• Each request contains:
  • The ticket number (e.g., CS-295900);
  • Status (open, closed, etc.);
  • Creation/update date and time;
  • Brief problem description.

Filtering Requests by Status¶

In the top right corner, there is a drop-down list Show tickets with status:

• open - open requests;
• closed - closed requests;
• all - all requests.

Working with a Specific Request¶

Clicking on a request opens detailed information where you can:

View:

• The full communication history.
• Attached files.
• Responses from the support service.

Add Information:

• In the Write a comment field, you can add additional information.
• Click Add comment to send your comment.
• Use the Attachment button to attach additional files.

Useful Tips¶

1. Be specific - the more detailed your problem description, the faster you'll get a solution.
2. Attach screenshots - visual information often helps understand the issue faster.
3. Include technical details - software versions, browser, operating system, etc.
4. Monitor status - regularly check updates on your request.
5. Respond promptly - if support requests additional information, respond as quickly as possible.

Request Statuses¶

• Open - the request is open and being processed.
• Closed - the request is closed (the problem is resolved or the request is no longer relevant).
• Updated - new comments or files have been added to the request.

Some of the content on this page was created or translated using AI.