How to Create a Ticket

Last Updated: October 24, 2025

Need help? Creating a support ticket is the best way to get personalized assistance from our team. This guide walks you through the ticket creation process and helps you get the fastest, most effective support possible.

Why Create a Support Ticket?

When to Create a Ticket

Create a support ticket when you need help with:

• ✅ Technical Issues - Email not working, login problems, errors
• ✅ Account Questions - Billing, subscriptions, upgrades
• ✅ Feature Help - How to use specific features
• ✅ Configuration Assistance - Domain setup, DNS, email clients
• ✅ Bug Reports - Something not working as expected
• ✅ Service Requests - Password resets, data exports, migrations

Benefits of Support Tickets

Why tickets are better than other channels:

• 📝 Documented History - Full conversation record
• 🔍 Better Tracking - Unique ticket number and status updates
• 📎 Attachment Support - Send screenshots, logs, files
• ⏰ No Wait Time - Submit anytime, even outside business hours
• 👥 Team Collaboration - Multiple experts can assist
• 📊 Priority Management - Urgent issues handled first
• 📧 Email Updates - Get notified of all responses

Before Creating a Ticket

Quick Self-Service Options

Try These First (Often Faster):

Check Our Help Center

Access: help.pupam.com

Common Solutions:

• Password reset instructions
• Email client configuration guides
• DNS setup tutorials
• Billing and payment FAQs
• Feature documentation

Time Saved: 5-30 minutes vs waiting for ticket response

Search Knowledge Base

Top Articles:

• How to Configure Email in Outlook
• DNS Records Explained
• Troubleshooting Email Delivery
• Two-Factor Authentication Setup
• Domain Transfer Process

Check System Status

Visit: status.pupam.com

See if there's a known outage or maintenance:

• Real-time service status
• Scheduled maintenance windows
• Recent incident reports
• Subscribe to status updates

Community Forum

Browse: community.pupam.com

• Search similar questions
• Community-provided solutions
• Best practices and tips
• User experiences and workarounds

Gather Information

Before creating a ticket, collect:

Account Information

• Your account email address
• Account ID or customer number
• Service or product affected
• Subscription plan

Problem Details

• When did the issue start?
• What were you trying to do?
• What happened instead?
• Error messages (exact text)
• Steps you've already tried

Technical Information

• Browser and version (e.g., Chrome 120)
• Operating system (e.g., Windows 11, macOS 14)
• Device type (desktop, mobile, tablet)
• Email client (if applicable)

Supporting Evidence

• Screenshots showing the issue
• Error logs or console output
• Email headers (for delivery issues)
• Network diagnostic results

How to Create a Support Ticket

Method 1: Dashboard (Recommended)

Step-by-Step:

Access Support Center

1. Log into your account at manage.pupam.com
2. Click "Support" or "Help" in the navigation menu
3. Select "Submit Ticket" or "Create New Ticket"

Choose Ticket Category

Select the most relevant category:

• Technical Support - Email, hosting, server issues
• Billing & Account - Payments, invoices, subscriptions
• Domain Services - Registration, transfer, DNS
• Security & Abuse - Account security, spam reports
• Migration & Setup - New account setup, data migration
• Feature Request - Suggestions for improvements
• General Inquiry - Other questions

Why This Matters:

• Routes to right specialist team
• Faster response times
• Better first-contact resolution

Set Priority Level

Choose appropriate urgency:

🔴 Critical (P1) - Response within 1 hour

• Service completely down
• Data loss or corruption
• Security breach
• Payment processing failure

Use only for true emergencies

🟡 High (P2) - Response within 4 hours

• Major functionality not working
• Multiple users affected
• Business operations impacted
• Important deadline approaching

🟢 Medium (P3) - Response within 1 business day

• Minor features not working
• Single user affected
• Workaround available
• Non-urgent configuration help

⚪ Low (P4) - Response within 2 business days

• Questions or clarifications
• Feature requests
• Documentation improvements
• General inquiries

Fill in Ticket Details

Required Fields:

Subject Line:

• Clear and specific
• ✅ Good: "Cannot send emails from Outlook - 550 error"
• ❌ Poor: "Email broken"

Description:

What happened:
[Describe the issue clearly]

What you expected:
[What should have happened]

Steps to reproduce:
1. [First step]
2. [Second step]
3. [Result/error]

When it started:
[Date and time]

What you've tried:
- [Solution 1]
- [Solution 2]

Additional information:
[Any other relevant details]

Environment Details:

• Browser: Chrome 120.0
• OS: Windows 11
• Device: Desktop
• Email client: Outlook 2024 (if applicable)

Attach Files

Click "Add Attachment" to upload:

Helpful Attachments:

• Screenshots of errors
• Screen recordings of issues
• Log files or error reports
• Configuration files (remove sensitive data)
• Email headers (for delivery issues)

File Requirements:

• Max size: 10 MB per file
• Max files: 5 per ticket
• Allowed formats: .jpg, .png, .pdf, .txt, .log, .zip

Pro Tip: Use screenshot tools with annotations to highlight specific issues

Review and Submit

Before clicking submit:

• ✅ Double-check all information
• ✅ Verify contact email is correct
• ✅ Remove any sensitive data (passwords, API keys)
• ✅ Confirm priority level is appropriate
• ✅ Check attachments uploaded successfully

Click "Submit Ticket"

Confirmation

You'll receive:

• Ticket number (e.g., #TB-2025-123456)
• Confirmation email
• Estimated response time
• Link to track status

Save your ticket number for reference!

Method 2: Email Support

Send email to: support@pupam.com

Email Format:

Subject: [Brief description of issue]

Account Email: your@email.com
Account ID: MB-12345 (if known)
Priority: [Critical/High/Medium/Low]
Category: [Technical/Billing/Domain/etc.]

Issue Description:
[Detailed explanation of the problem]

Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Result]

Environment:
- Browser: [Browser and version]
- OS: [Operating system]
- Device: [Desktop/Mobile/Tablet]

What I've Tried:
- [Action 1]
- [Action 2]

Attachments:
[Attach relevant screenshots or files]

Automatic Ticket Creation:

• System creates ticket automatically
• Ticket number sent in reply
• Tracked same as dashboard tickets

Method 3: Live Chat (For Quick Issues)

Access: Dashboard → Help → "Chat with Support"

Best For:

• Quick questions
• Account access issues
• General guidance
• Pre-sales inquiries

Hours:

• Monday-Friday: 8am-8pm EST
• Saturday: 10am-4pm EST
• Sunday: Closed (ticket system available)

If Complex Issue:

• Agent may create ticket for you
• Provides ticket number
• Detailed follow-up via ticket

Method 4: Phone Support

Call: +1 (555) 123-SUPPORT

Available For:

• Enterprise customers: 24/7
• Business customers: Business hours
• Starter customers: Tickets only

Phone Agent Will:

• Create ticket on your behalf
• Provide ticket number
• Route to appropriate team
• Offer immediate troubleshooting

Ticket Lifecycle

What Happens After Submission

Acknowledgment (Immediate)

Automated Response:

• Confirmation email sent
• Ticket number assigned
• Initial queue position
• Estimated response time

You receive:

Subject: Ticket Created - #TB-2025-123456

Your support ticket has been created successfully.

Ticket Details:
- Number: #TB-2025-123456
- Category: Technical Support
- Priority: High
- Subject: Cannot send emails from Outlook
- Created: Oct 24, 2025 10:15 AM EST

Expected Response: Within 4 hours

Track Status: https://support.pupam.com/ticket/TB-2025-123456

Assignment (5-30 minutes)

Ticket Router:

• Analyzes ticket content
• Checks customer tier
• Reviews priority level
• Assigns to specialist team

Team Assignment:

• Technical Support
• Billing Team
• Domain Specialists
• Security Team
• Migration Experts

First Response

Response Times by Priority:

• Critical: 1 hour or less
• High: 4 hours or less
• Medium: 1 business day
• Low: 2 business days

Initial Response Includes:

• Acknowledgment from agent
• Request for any additional info
• Initial troubleshooting steps
• Or immediate solution

Investigation

Agent Actions:

• Reviews account history
• Checks system logs
• Replicates issue
• Consults documentation
• May escalate if needed

You May Be Asked For:

• Additional details
• Test results
• Temporary access (if needed)
• Preferred resolution method

Resolution

Solution Provided:

• Step-by-step fix instructions
• Configuration changes
• Account adjustments
• Bug fix timeline (if applicable)

You're Asked To:

• Try the solution
• Confirm if it works
• Request clarification if needed

Closure

Ticket Closed When:

• Issue is resolved
• You confirm solution worked
• No response for 7 days
• Duplicate or spam ticket

You Can:

• Reply to reopen within 30 days
• Rate your support experience
• Request additional help

Ticket Status Labels

Track your ticket progress:

🆕 New

• Just submitted
• Awaiting assignment
• In queue

🔵 Assigned

• Assigned to agent
• Awaiting first response
• Agent reviewing

💬 In Progress

• Agent actively working
• Investigation ongoing
• Solution being developed

⏸️ Waiting on Customer

• Agent needs more information
• Awaiting your response
• Testing requested

🔄 Escalated

• Passed to senior support
• Technical team involved
• Management review

✅ Resolved

• Solution provided
• Issue fixed
• Awaiting confirmation

🔒 Closed

• Ticket completed
• Issue confirmed resolved
• Can be reopened if needed

Writing Effective Tickets

Best Practices

Be Specific and Clear

❌ Poor Example:

Subject: Email doesn't work

Message: My email is broken. Please fix it ASAP.

✅ Good Example:

Subject: Cannot send emails from Outlook - Error 550 "Relaying denied"

Message: 
I'm unable to send emails from Outlook 2024 on Windows 11.

What happened:
- Composed email to client@example.com
- Clicked Send
- Received error: "550 5.7.1 Relaying denied"
- Email stuck in Outbox

When it started:
- October 24, 2025 at 9:30 AM EST
- Worked fine yesterday

Environment:
- Email: john@mycompany.com
- Client: Outlook 2024 (Version 16.0.14931)
- OS: Windows 11 Pro
- Internet: Office network, 100 Mbps

What I've tried:
- Restarted Outlook
- Checked SMTP settings (smtp.pupam.com:587)
- Verified password is correct
- Can receive emails fine

Additional info:
- Only happens with external recipients
- Internal emails send successfully
- Screenshot attached showing error

Include One Issue Per Ticket

Don't Combine Multiple Issues:

❌ Poor:

Subject: Multiple problems

I can't send emails AND my domain expired AND 
I need to add a user AND change my password

✅ Good: Create separate tickets:

• Ticket 1: Email sending issue
• Ticket 2: Domain renewal
• Ticket 3: Add new user
• Ticket 4: Password reset

Why?

• Faster resolution per issue
• Better tracking
• Right specialist for each problem
• Easier to close completed items

Provide Context

Include relevant background:

What Were You Trying to Do?

• Business context
• Urgency reason
• Expected outcome

Example:

I'm trying to set up email forwarding from 
sales@company.com to our team Slack channel 
before our product launch tomorrow at 9 AM EST.

Use Screenshots Effectively

Good Screenshot Practices:

✅ Do:

• Capture entire error message
• Show relevant context
• Annotate to highlight issues
• Include timestamp when relevant
• Use high resolution

❌ Don't:

• Send photos of screens
• Crop out important details
• Include sensitive data
• Send unclear or blurry images

Annotation Tips:

• Use arrows to point to problems
• Circle error messages
• Add brief text explanations
• Use contrasting colors

Common Mistakes to Avoid

❌ All Caps or Excessive Exclamation

URGENT!!! FIX MY EMAIL NOW!!!!!!

Hurts readability and appears unprofessional

❌ Vague Descriptions

"It's not working"
"Something is wrong"
"Error occurred"

Doesn't help agent understand or solve

❌ Missing Contact Information

[No email or account ID provided]

Agent can't access your account to help

❌ Demanding or Rude Tone

"This is unacceptable! I demand immediate action!"

Doesn't expedite resolution, may complicate

❌ Novel-Length Descriptions

[5 pages of tangential information]

Key details get lost in noise

❌ Missing Error Messages

"I got an error" [doesn't include error text]

Agent needs exact error to diagnose

Managing Your Tickets

Viewing Active Tickets

Dashboard Access:

• Go to Dashboard → Support → "My Tickets"
• View all open and closed tickets
• Filter by status, date, category
• Search by ticket number or keyword

Email Access:

• Check ticket confirmation emails
• Click links to view online
• Reply directly to ticket thread

Updating Tickets

Add Information:

• Click ticket number
• Click "Add Reply" or "Update"
• Attach additional files
• Submit update

When to Update:

• Issue changes or evolves
• Found additional details
• Tried new troubleshooting
• Answer agent questions

Responding to Agent Requests

Response Expectations:

Within 24 Hours (Recommended):

• Keeps ticket active
• Maintains priority status
• Faster overall resolution

After 48 Hours:

• Ticket may be marked "waiting"
• Priority may be lowered

After 7 Days:

• Ticket may be auto-closed
• Can reopen within 30 days

How to Respond:

• Reply to ticket email
• Or update via dashboard
• Answer all questions thoroughly
• Confirm if solutions worked

Reopening Closed Tickets

Within 30 Days:

• Reply to last ticket email
• Or click "Reopen" in dashboard
• Explain why reopening

After 30 Days:

• Create new ticket
• Reference old ticket number
• Explain relationship to previous issue

Ticket Priority Guidelines

Setting Appropriate Priority

Critical (P1) - System Down

Valid Examples:

• Email service completely unavailable
• Website down for all users
• Data corruption or loss
• Active security breach
• Payment processing down

High (P2) - Major Impact

Valid Examples:

• Email working but key features broken
• Multiple users cannot access service
• Domain DNS not resolving
• Billing preventing service use

Medium (P3) - Minor Impact

Valid Examples:

• Single user having issues
• Non-critical feature not working
• Configuration questions
• Workaround available

Low (P4) - Minimal Impact

Valid Examples:

• General questions
• Feature requests
• Documentation clarifications
• Cosmetic issues

Priority Abuse Warning:

• Don't mark everything as Critical
• Inappropriate priority may delay response
• Honest assessment helps everyone

Special Ticket Types

Bug Reports

Include:

• Steps to reproduce consistently
• Expected vs actual behavior
• Browser/device details
• Screenshots or video
• Frequency of occurrence

Template:

Bug Report: [Brief description]

Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]

Expected Result:
[What should happen]

Actual Result:
[What actually happens]

Frequency:
[Every time / Sometimes / Rarely]

Impact:
[How this affects your work]

Feature Requests

Better In Feature Portal:

• Submit at ideas.pupam.com
• Community voting
• Better tracking
• See similar requests

If Via Ticket:

• Use "Feature Request" category
• Describe use case
• Explain benefits
• Mention urgency

Security Issues

For Security Concerns:

• Mark as Critical
• Use "Security" category
• Or email: security@pupam.com
• Include detailed evidence

We Respond To:

• Account compromise
• Suspected breaches
• Vulnerability reports
• Abuse or spam

Frequently Asked Questions

How long until I get a response?

Response times vary by priority:

• Critical: 1 hour
• High: 4 hours
• Medium: 1 business day
• Low: 2 business days

Resolution time depends on issue complexity.

Can I call instead of creating a ticket?

Phone support is available for Enterprise customers 24/7, Business customers during business hours. All customers can create tickets anytime.

What if I need to escalate?

If you're not satisfied with the response:

1. Reply to the ticket explaining concerns
2. Request escalation to supervisor
3. Or email: escalations@pupam.com

Can I update ticket priority?

Reply to the ticket explaining why priority should change. Agent will review and adjust if appropriate.

What happens to my data in tickets?

• Stored securely in our support system
• Only accessible to support team
• Deleted per retention policy (7 years)
• See Privacy Policy for details

Can I share my ticket with others?

Tickets are private by default. For Enterprise customers, we can set up shared inboxes or CC multiple team members.

How do I provide feedback on support?

After ticket closure, you'll receive a satisfaction survey. Your feedback helps us improve!

Contact Support

Support Channels

Create Ticket (Recommended):

• Dashboard: manage.pupam.com/support
• Email: support@pupam.com
• Available: 24/7

Live Chat:

• Dashboard → Help → Chat
• Hours: Monday-Friday, 8am-8pm EST

Phone:

• +1 (555) 123-SUPPORT
• Enterprise: 24/7
• Business: Business hours

Email:

• support@pupam.com (general)
• billing@pupam.com (billing questions)
• techsupport@pupam.com (technical issues)
• security@pupam.com (security concerns)

Quick Reference

Ticket Creation Checklist

Before submitting, verify:

• Checked Help Center for existing solution
• Gathered account information
• Documented the issue clearly
• Included error messages
• Added relevant screenshots
• Selected correct category
• Set appropriate priority
• Provided contact information
• Removed sensitive data from attachments
• Reviewed for clarity and completeness

Response Time Expectations

Need help now? Create a ticket → or visit our Help Center →

Questions about tickets? Email support@pupam.com or call +1 (555) 123-SUPPORT