How to Open a Support Ticket
A support ticket is the most effective way to get help at Jiinubi. Unlike a casual chat, a ticket creates a formal record of your issue, allowing our specialized technicians to track, investigate, and resolve your problem thoroughly.
Step 1: Access the Support Section
- Log in to the Jiinubi Client Area.
- On the top navigation bar, click Support.
- From the dropdown menu, select Open Ticket.
Step 2: Select the Right Department
Choosing the correct department ensures your request reaches the right expert immediately:
- Technical Support: Issues with website uptime, cPanel, email errors, or server configurations.
- Billing Department: Questions about invoices, payments, refunds, or plan changes.
- Sales Department: Pre-purchase questions or custom server quotes.
- Domains: Issues with transfers, EPP codes, or WHOIS updates.
Step 3: Fill Out the Ticket Details
To get the fastest resolution, provide as much detail as possible:
- Subject: Be specific. Instead of "Help," use "Email Error: Cannot send to Gmail."
- Related Service: Select the hosting plan or domain the issue is about.
- Priority:
- Low: General questions or feature requests.
- Medium: Issues affecting some users or non-critical site functions.
- High: Your website is completely down or there’s a security concern.
- Message: Include any error messages, steps you took before the error, and the browser/device used.
- Attachments: Upload screenshots or log files. A picture is often worth a thousand words for our technicians.
Step 4: Tracking and Replying
- After clicking Submit, you will receive a confirmation email with a Ticket ID (e.g., #123456).
- To View Updates: Go to Support > Tickets in the Client Area.
- To Reply: Click the ticket subject and type your response at the bottom. Do not open multiple tickets for the same issue, as this can slow response times.
Tip:
Check the Knowledgebase first, provide URLs for broken pages, and include relevant error logs to speed up resolution.
Notice:
Our support team works best with clear and polite communication. Stay professional to help us assist you faster.
Other Ways to Get Help
- Live Chat: Available on jiinubi.com for quick, minor questions.
- Phone Support: For urgent matters, call +254 706 384 722.
- Email: Send an email from your registered address to support@jiinubi.com. This automatically creates a ticket in our system.
