Managing Your Support Tickets

The Jiinubi Ticket System is the most secure and reliable way to receive technical assistance. This guide will show you how to submit a ticket, track its progress, and reply to our support team.

Step 1: Opening a New Ticket

1. Log in to your Jiinubi Client Area.
2. On the top navigation bar, click on Support and select Open Ticket.
3. Choose the department that best fits your issue (e.g., Technical Support, Billing, or Sales).

Step 2: Filling Out Ticket Details

To help us help you, please provide the following in your message:

• Subject: A brief summary (e.g., "Cannot access email on Outlook").
• Related Service: Select the specific hosting plan or domain from the dropdown menu.
• Priority: Choose Medium for general issues or High if your website is completely offline.
• Message: Describe the steps to reproduce the error and include any error messages you see.

Step 3: Tracking Your Ticket Status

Once submitted, you can track the progress of your request at any time:

• Go to Support → Tickets in the Client Area.
• View the Status column:
  • Open: Our team is currently reviewing it.
  • Answered: We have replied and are waiting for your feedback.
  • Closed: The issue has been resolved.

Step 4: Replying to a Ticket

If we request more information, please do not open a new ticket. Instead:

1. Click on the Subject of the existing ticket.
2. Read the staff response and click the Reply button at the bottom.
3. Type your update and click Submit.

Summary