How To Write A Good Support Ticket

Hello, Nitrado customers! In this guide, we’ll cover how to properly reach our support team. At Nitrado Support, we take pride in providing top-quality service, and we’re always happy to help. Providing good service starts with you, the customer. The more accurate and detailed information you provide about your situation or difficulty, the better service we can offer. To help you create an effective support ticket, we’ve put together some key points to consider. We’ll discuss what you should include in your ticket, as well as some general things to avoid.

Where do you begin?

• Let’s begin by navigating to support.nitrado.net
• Make sure you are logged in with the account that has the Nitrado services that are affected.

If you do not log in you will not be able to use the support assistant and you will see the following message.

•  On the welcome page, select the topic that best reflects your situation. Choose the support category that fits your issue.

• This will present you with other options. Please select the ones that best suit your situation. Here, you can try to find a solution before contacting support. If it’s a game server issue, select the game and the affected server, and the support assistant will display relevant wiki articles that might be helpful.

• If after following the advice of the wizard, your server is still having issues, you will be presented with a third option, “Contact Support”.

• After clicking this button, you will be able to open a ticket, and if the chat option is available, you will see it as well. You can choose the option you prefer, but please keep in mind that via chat we can only resolve certain issues. If the problem your server is experiencing is more complex, we recommend opening a ticket. The message should be a concise and detailed explanation of the difficulties or questions you have.

If you don’t see the chat option, it means our live chat is currently unavailable.

• Finally we will ask for your consent to reinstall the server, restore a backup among other things, after that just click submit and your ticket should be on it’s way.

What should you include in your message?

Providing accurate details and avoiding unnecessary information (“fluff”) will help you get the best results. “Fluff” refers to anything that does not relate to the current issue.

• Be specific about what your server is doing and what you need. Concise messages are most effective.
• Include any error codes you’ve encountered.
• If you have multiple services, ensure you clearly identify which service you need assistance with by providing the IP address.
• You will find an optional Upload File feature. This feature allows you to send additional information to our technicians, such as files or screenshots. Sometimes a technician may request that you create a ticket and upload a file.

After you submit your ticket, you will see a confirmation message.
You may then close the window.

After that, please go to the “My Support Tickets” page. This is where you can manage your tickets. You can view, reply to, and close tickets here.

Response time

Tickets are resolved in the order in which they are received. Sometimes, we experience an unusually high volume of tickets, which can delay our response time. Please avoid creating multiple tickets for the same issue and limit each ticket to a single topic.