Every support ticket you open with Domain India is kept in your client area with its full conversation, its status and the files you attached. This guide shows where to find your tickets, how to read what the status means, how to reply with the details our team needs, and what to do when the problem is solved or comes back.
Your tickets are under Support in the client area, at /client/support. Click a ticket to see the whole conversation, type your reply in the box at the bottom and press Enter to send; you can attach up to 5 files of 10 MB each. You can also reply to the notification email. When the problem is solved, use Close Ticket. A closed ticket can't take new replies, so if the issue returns, open a new ticket and quote the old number.
This page is about tickets you already have. To open one, and to choose the right department and priority, see How to open a support ticket. How tickets work in general is in What is a support ticket system.
1. Find your tickets
- Sign into the client area.
- Open Support.Choose Support in the menu, then My tickets, or go straight to /client/support.
- Filter or search.The tabs switch between All tickets, Open, Replied and Closed. The search box finds a ticket by words in its subject.
- Open a ticketby clicking its row.
The cards at the top of the list count the open and replied tickets on the page you are viewing, and your total number of tickets.
If you opened the ticket without logging in, it is not in a client area. Use Track Ticket with the ticket number from your confirmation email and the email address you used. The tracking page shows the status and the replies; to add a message, reply to the ticket's notification email.
2. What you see on a ticket
The ticket page has two parts. The main part is the conversation: your messages and the replies from the Support Team, oldest first, with any attached files. Beside it, Ticket Details shows:
| Field | What it tells you |
|---|---|
| Status | Where the ticket is now (see the next section) |
| Priority | Low, Medium or High as chosen, or raised when a ticket is escalated |
| Department | Technical Support, Billing, Sales or General Inquiry |
| Assigned To | The team member handling it, once it is assigned |
| Created and Last Updated | When you opened it and when anything last changed |
3. What the status means
| Status | Meaning | What to do |
|---|---|---|
| Open | Your ticket is waiting for the team | Nothing yet; add details as a reply if you have them |
| In Progress | The team is working on it, or it has been escalated | Wait for the next update |
| Answered (Replied in the list) | The team has replied | Read the reply and answer any questions it asks |
| Closed | The ticket is finished | Open a new ticket if the problem returns |
Every ticket gets a first response within 15 minutes. How long the fix takes depends on the problem: some are solved in the first reply, others need more investigation.
4. Reply to a ticket
- Open the ticketand read the latest reply in full. It often asks for one specific detail.
- Type your answerin the message box at the bottom. Press Enter to send, or Shift + Enter for a new line.
- Attach fileswith the paperclip button: up to 5 files of 10 MB each, in JPG, PNG, GIF, PDF or TXT format.
- Check it arrived.Your message appears in the conversation straight away.
You can also reply to the email notification you receive for the ticket; your reply is added to the same ticket. The client area is still the best place to follow a ticket, because you see the whole conversation and the status together.
Replies that get the problem solved faster
- Answer every question in the team's reply, in the same order.
- Paste exact error messages word for word, and add a screenshot with the address bar visible.
- Say what changed, such as a plugin update or a DNS change, and what you have already tried.
- Keep one problem per ticket. Add new details about the same problem as a reply; a second ticket splits the history in two. A different problem, such as a billing question during a technical ticket, gets its own ticket.
Don't put a password, a two-factor code, a private SSH key, a card number, CVV or payment OTP in a ticket reply or attachment. Blur them out of screenshots. Domain India support will never ask for them.
5. Close, rate or escalate a ticket
- Close Ticket. When the problem is solved, or you no longer need help, click Close Ticket in the side panel and confirm.
- Rate the support. Once the team has answered, or the ticket is closed, a How was our support? box lets you give a rating and an optional comment.
- Escalate to management. If you are not happy with how an open ticket is going, click Escalate to management and tell us why. The ticket is marked as escalated, its priority is raised and a senior team member reviews it.
6. If the problem comes back
A closed ticket can't take new replies in the client area; its page says the ticket is closed and asks you to create a new ticket. Open a new ticket at /client/support/new and put the old ticket number in your message, so the team can read the earlier history.
7. Not getting ticket emails?
Ticket notifications go to the email address on your account. If they don't arrive, check your Spam and Promotions folders, and add domainindia.com to your contacts or safe senders. The client area always has the full conversation, so you can check there at any time. Live chat is also open 24/7 from the chat icon on every page; there is no phone support.
Where can I see my Domain India support tickets?
Sign in to the client area and open Support, then My tickets, at domainindia.com/client/support. If you opened a ticket without logging in, use domainindia.com/support/ticket/track with the ticket number and your email address.
How do I reply to a support ticket?
Open the ticket in the client area, type your message in the box at the bottom and press Enter to send. You can attach up to 5 files of 10 MB each. Replying to the ticket's notification email also adds your message to the same ticket.
What does the Answered status mean?
The support team has replied to your ticket. Read the reply and answer any questions in it, so the team can continue.
Can I reopen a closed ticket?
A closed ticket cannot take new replies in the client area. Open a new ticket and mention the old ticket number, so the team can see the earlier conversation.
How do I escalate a ticket?
Open the ticket and click Escalate to management, then explain why. The ticket is marked as escalated, its priority is raised, and a senior team member reviews it.
How quickly will support reply to my ticket?
Every ticket gets a first response within 15 minutes. The time to fully solve the problem depends on the issue.
Ready to check on your request? Open your tickets, track a ticket you opened without logging in, or open a new ticket.
Name the domain or service, say what you see and what you have already tried. Every ticket gets a first response within 15 minutes.
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