Verinomi Panel: Support Tickets

All technical support for your services is provided through support tickets opened from the client area. For security reasons, we do not provide technical support by phone or e-mail; this way your request is matched to the right account and every step is recorded. Our technical support team works 24/7; sales and accounting reply on weekdays.

Opening a support ticket

1. Open Support > Open a ticket from the left menu.
2. Choose the department that fits your request (technical support, sales, accounting, payment notification and so on) and click Open a ticket.
3. Fill in the form:
   • Subject: a short title describing the problem.
   • Related Service: the service or domain the ticket is about. It is required for technical support tickets; this way our team can look at the right server without having to ask you again.
   • Priority: Low, Medium or High.
   • Message: describe the problem, when it started and what you have tried; if there is an error message, include it exactly as it appears.
   • Attachments: you can attach a screenshot or a file; the allowed file types and size are shown on the form.
4. Click the Submit button. Your ticket number appears on screen.

You can also open a ticket with that service already selected by using the Open a ticket button on a service's page.

Sensitive data

If you need to share login details so that our team can carry out the work, write them in the Sensitive data tab on the form rather than in the message. This field is stored encrypted, is not included in e-mails and is deleted when the ticket is closed or after 30 days at the latest. Never write your client area password; no one at Verinomi will ever ask for your password.

Following and replying to tickets

All your tickets are listed on the Support > My tickets page. The boxes at the top group the tickets: Total tickets, Open, Awaiting your reply and Closed; you can also filter by period. Tickets with a reply you have not read yet show a New reply label.

Ticket statuses:

• Open: your ticket has been received and is in the queue.
• Answered: our team has replied; we may be waiting for information or approval from you.
• Customer-Reply: your reply has reached our team.
• In Progress and On Hold: our team is working on your ticket.
• Closed: the ticket is complete.

When you open a ticket, the whole conversation is listed from oldest to newest and the page scrolls to the latest reply. You can write a reply and attach files with Reply. You can rate our team's replies from 1 to 5 stars.

If your problem has been solved, you can close the ticket with Close ticket. If you write a new reply to a closed ticket, the ticket is opened again.

Reply notifications

• A copy of every reply to your ticket is sent to your e-mail address.
• In the client area, answered tickets appear on the home page, on the bell in the top bar and as a number next to the Support heading in the left menu.
• If you have turned on information SMS messages, you also get an SMS when your ticket is answered; see the Mobile Number, SMS Codes and Information Messages article for details.

Problems or ideas about the client area

You can tell us about a problem you have noticed with the client area itself, or share an idea, using the Report a problem / idea link at the bottom of the left menu. The page you came from and your browser details are added automatically. We do not reply to these messages one by one; you can follow their status (such as Received, Under review, Planned, Done) on the same page. For help with your service, receipt or domain, please open a support ticket.

Sales and information

For questions about new services, prices and quotes, you can open a support ticket with the sales department or use the Let us call you form on our website. For technical support with an existing service, always open a support ticket.