Submitting a Ticket Step by Step

Submitting a ticket is the fastest way to get help, request updates, or ask questions about your website. Every ticket you send is tracked in your portal so you can easily follow its progress and refer back to past requests.

Here’s a step-by-step guide to help you submit a ticket the right way every time.

Step 1: Go to “Submit a Ticket”

Once you’re signed in to your Client Portal, click Submit a Ticket from the top menu or the quick link on your homepage.

This will open a simple form where you can choose the type of request you’re sending.

Step 2: Choose the Ticket Type

You’ll see four options. Choose the one that best fits your request:

1. Request a Content Update

Use this if you want to make changes to your website’s text, images, or layout.

Fields you’ll fill out:

• Requester: This should already be filled in with your name and email.

• Subject: Write a short description like “Update homepage banner.”

• Description: Add clear details about what you’d like changed.

• Page URL: Include the full link to the page that needs updates. If you’re requesting a brand new page, just type “New Page.”

• Attachment: Optional, but you can attach screenshots, new images, or documents if needed.

2. Report an Issue or Bug

Use this if something on your website isn’t working correctly.

Fields you’ll fill out:

• Requester: Prefilled with your contact info.

• Subject: Describe the issue briefly, like “Contact form not sending.”

• Description: Explain the problem in detail and mention what device or browser you’re using if possible.

• Page URL: Include the page where the issue occurs.

• Attachment: Optional, but adding screenshots can help me diagnose the issue faster.

3. Ask a Question

Use this for general questions about your site, plan, or analytics.

Fields you’ll fill out:

• Requester: Prefilled with your info.

• Subject: Give your question a quick title like “How do I add a new blog post?”

• What’s Your Question?: Write your full question here.

• Attachment: Optional, for any related files or visuals.

4. Enquire Status

Use this if you want an update on a ticket you’ve already submitted.

Fields you’ll fill out:

• Requester: Prefilled automatically.

• Subject: Example: “Checking on homepage update status.”

• Description: Add any extra details or context if needed.

• Reference Number: Include the ticket number (found in your Tickets tab).

• Attachment: Optional, if you have any related documents.

Step 3: Submit Your Ticket

Once you’ve filled out the form, click Submit. You’ll see a confirmation message and receive an email letting you know your request was received.

Your new ticket will appear in the Tickets section of your portal where you can view updates, replies, and progress in real time.

Tips for Faster Responses

• Be as specific as possible in your subject and description.

• Attach screenshots or links whenever it helps clarify your request.

• Only include one request per ticket so everything stays organized.

Submitting tickets this way ensures your request goes directly into the support system where it’s tracked and handled efficiently. Every ticket helps keep our communication clear, organized, and easy to follow.