{"id":13029,"date":"2020-10-11T01:23:52","date_gmt":"2020-10-11T01:23:52","guid":{"rendered":"https:\/\/test2.gginternal.net\/knowledgebase\/article\/how-to-open-a-support-ticket\/"},"modified":"2024-09-30T13:40:41","modified_gmt":"2024-09-30T13:40:41","slug":"how-to-open-a-support-ticket","status":"publish","type":"ht_kb","link":"https:\/\/ggservers.com\/knowledgebase\/article\/how-to-open-a-support-ticket\/","title":{"rendered":"How To Open a Support Ticket"},"content":{"rendered":"\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/banner10_1mgbruh.png\" alt=\"\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How To Open a Support Ticket\" width=\"643\" height=\"362\" src=\"https:\/\/www.youtube.com\/embed\/1R1arCxNBJM?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>This guide will show how to properly open a support ticket.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: Any technical issue requires a ticket to be opened because of reasons for tracking and security.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: Any billing issue requires a ticket to be opened because of reasons for tracking and security.<\/p>\n\n\n\n<p>The live chat is for just for general or sales questions, our main technical and billing support is done via the ticket system.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">\u2753 How To Open a Ticket \u2753<\/h1>\n\n\n\n<p>To open a support ticket just go <a href=\"https:\/\/ggservers.com\/billing\/clientarea.php\">here<\/a>, log in to your billing account and click on <code>Open Ticket<\/code>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/1_outf53.png\" alt=\"\"\/><\/figure>\n\n\n\n<p>After doing so, you will be prompted to the page where you choose the department you want for your ticket and after you will have to complete the actual ticket text where you should describe your issue as good as you can, maybe even put some of your console logs from the console that shows the issue.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">  Which Department Should I Choose  <\/h1>\n\n\n\n<p>You have ten possible departments and you need to select the one according to your issue.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/2_lr1e57.png\" alt=\"\"\/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Minecraft Technical Support<\/h6>\n\n\n\n<p>You need to choose this department for support with any Minecraft technical related issues.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Dedicated IP Activation<\/h6>\n\n\n\n<p>You need to choose this department if you have purchased the dedicated IP add-on to get it activated.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Minecraft Node Transfer<\/h6>\n\n\n\n<p>You need to choose this department when you need a node transfer or a location change. To find out if your server needs a node transfer look for <a href=\"https:\/\/ggservers.com\/knowledgebase\/article\/troubleshooting-minecraft-server-errors\/#6-error-number-8\">this specific error<\/a>. This is the only case when you may need a location change.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: You need to tick the box for <code>I agree that the IP will be changed and I have made a backup of my files.<\/code> because this is what the node transfer will imply.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/3_5pfg2a.png\" alt=\"\"\/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"4\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Minecraft Plugin Setup<\/h6>\n\n\n\n<p>You need to choose this department if you bought the <a href=\"https:\/\/ggservers.com\/knowledgebase\/article\/addons-general-information-and-how-to-order-one\/#4-plugin-setup-and-support-addon\">plugin set up and support addon<\/a> to get it set up.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: You need to tick the boxes for <code>I understand that I have 48 hours after the setup is complete to report any errors or changes required<\/code> and <code>I understand this is a one-time setup, I have provided links to all the plugins I need installed and specified the configuration for each.<\/code> because this is what the addon implies.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/4_12netom.png\" alt=\"\"\/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"5\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Sales<\/h6>\n\n\n\n<p>You need to choose this department for issues regarding any inquiries about our services.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"6\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Web Hosting Support<\/h6>\n\n\n\n<p>You need to choose this department for support with any Web Hosting issues.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"7\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Minecraft Addon Support<\/h6>\n\n\n\n<p>You need to choose this department for any assistance with any of our paid add-ons that involve plugins &amp; modpacks for Minecraft.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: You need to choose the addon type that you purchased.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/5_aawi8l.png\" alt=\"\"\/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"8\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Minecraft Modpack Setup<\/h6>\n\n\n\n<p>You need to choose this department if you bought the <a href=\"https:\/\/ggservers.com\/knowledgebase\/article\/addons-general-information-and-how-to-order-one\/#4-modmodpack-installation-and-support\">modpack install and support addon<\/a> to get it set up.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: You need to give us the link to the modpack you want to be set up, the version and you also need to tick the box that says <code>I agree that all server files will be wiped upon installation and I have already made a backup of any required server files before sending this ticket.<\/code> because this is why the addon implies.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/6_skihf1.png\" alt=\"\"\/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"9\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Billing<\/h6>\n\n\n\n<p>You need to choose this department for support with any billing-related inquiries.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"10\" class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<h6 class=\"wp-block-heading\">Lag Fixing<\/h6>\n\n\n\n<p>You need to choose this department if you have lag related issues.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">  How Do I Find My Tickets  <\/h1>\n\n\n\n<p>To find your opened tickets you need to log in to your billing account <a href=\"https:\/\/ggservers.com\/billing\/clientarea.php\">here<\/a> and do the following:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Click on <code>Support<\/code><\/strong><\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/7_1dhyekt.png\" alt=\"\"\/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li><strong>Click on <code>Tickets<\/code><\/strong><\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/ggservers.com\/knowledgebase\/wp-content\/uploads\/2024\/03\/10_j11839.png\" alt=\"\"\/><\/figure>\n\n\n\n<p>After doing so you will find all your tickets, even the closed ones.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\">\u26a0 NOTE \u26a0: Anytime one of your tickets gets a reply from us you will also be notified via mail.<\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-alert\">\u26a0 NOTE \u26a0: If you want to add an image to your ticket we please you to upload it online and then give us the link in the ticket.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">\u2755 Useful Links \u2755<\/h1>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/ggservers.com\/knowledgebase\/article\/addons-general-information-and-how-to-order-one\/#4-modmodpack-installation-and-support\">Adding Addons<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/ggservers.com\/knowledgebase\/article\/how-to-upgrade-or-downgrade-your-service\/\">Upgrade Your Service<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/ggservers.com\/knowledgebase\/article\/how-to-reset-your-multicraft-password\/\">Reset your Multicraft Password<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>This guide will show how to properly open a support ticket.<\/p>\n","protected":false},"author":3,"comment_status":"open","ping_status":"open","template":"","format":"standard","meta":{"_acf_changed":false,"_sitemap_exclude":false,"_sitemap_priority":"","_sitemap_frequency":"","footnotes":""},"ht-kb-category":[29],"ht-kb-tag":[],"class_list":["post-13029","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-ggservers-billing"],"acf":[],"_links":{"self":[{"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/ht-kb\/13029","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/comments?post=13029"}],"version-history":[{"count":1,"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/ht-kb\/13029\/revisions"}],"predecessor-version":[{"id":14343,"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/ht-kb\/13029\/revisions\/14343"}],"wp:attachment":[{"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/media?parent=13029"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/ht-kb-category?post=13029"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/ggservers.com\/knowledgebase\/wp-json\/wp\/v2\/ht-kb-tag?post=13029"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}