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Overview

You can talk to our support team without leaving the Ascienth console. Tickets you open here are the same tickets you see in the client area, so you can switch between the two at any time. Our replies show up in the console and are also sent to your billing email address. Open the Ascienth console at https://console.advinservers.com, click “Support” in the left rail, then click “Tickets”.
Only the account holder can see and use tickets. Team members do not see the “Tickets” page, even in your team, and no role can give them access. A ticket is written in your name and can mention billing details, so it stays private to you. See Teams and Accounts.
All services are unmanaged, so we cannot install, configure or fix software inside your server.

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Finding a Ticket

The “Support” page lists your tickets with their Subject, Service, Status and Last activity.
  • Type in the search box to find a ticket by its number, subject, department, status, priority or server.
  • Use the status filter to show only tickets in one status, such as Open, Answered, Customer Reply, In Progress, On Hold or Closed.
The page shows your 500 most recent tickets. If you have more, a notice says so, and you can read older tickets in the client area.

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Opening a Ticket

1

Open the form

On the “Support” page, click Open Ticket.
2

Fill in the details

  • Department: who the ticket is for. The list comes from our support desk.
  • Subject: a short summary on one line, 3 to 255 characters.
  • Priority: Low, Medium or High. It starts at Medium.
  • Related server: the server the ticket is about, found by hostname or IP address. Choose Not about a specific server if it is a general question.
  • Message: what happened and anything that helps explain it, 2 to 20,000 characters.
3

Send it

Click Open ticket. You are taken straight to the new ticket, and you get a confirmation with the ticket number, such as #ABC-123456.
The Open ticket form has no file upload. To send screenshots or logs, open the ticket first, then attach them to a reply.

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Replying and Attaching Files

Open a ticket to see the full conversation, oldest message first. Type your reply in the box at the bottom and click the send button, or press Ctrl + Enter (⌘ + Enter on a Mac). To attach files, click the paperclip button or drag files onto the reply box. Files that support attaches to their replies can be downloaded from the conversation.
Never send passwords, private keys or other secrets in a ticket.
If you open or reply to many tickets in a short time, you may be asked to wait a minute before sending more.

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Closing a Ticket

When your issue is solved, click the red close button next to the send button, then confirm with Close Ticket. A closed ticket stays readable. If you need to follow up, just reply to it. Replying to a closed ticket opens it again.

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Frequently Asked Questions

Tickets belong to the account holder only. A team member who needs help should open a ticket from their own account, or ask you to open one.
The console could not load your tickets. Try again in a few minutes, or open a ticket in the client area.

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Using the API

An API key can read tickets with the View support tickets account permission, and open, reply to and close them with Write to support. Write to support sends messages to our team in your name, so only grant it to keys you trust. The API also accepts attachments when opening a ticket, with the same limits as above.
Use GET /api/v1/client/tickets/departments to find the department_id to send when opening a ticket. See the API introduction for how to create a key and for the full list of endpoints.