Support tickets

When you need something from us — a change to your website, a question about your bill, help with email, anything — submit a support ticket. It keeps the whole conversation in one place and makes sure nothing falls through the cracks.

Creating a ticket

Go to Support in your dashboard.
Click New ticket (or the equivalent button at the top of the page).
Fill in:
- Subject — a short summary of what you need (e.g. "Update phone number in site footer").
- Priority — how urgent it is (see Priority below).
- Description — the full story. The more detail, the faster we can help.
Click Create Ticket.

You'll see your new ticket appear at the top of your ticket list.

Picking the right priority

Low — nice-to-have, no rush.
Medium — the default. Standard turnaround.
High — needs attention soon — affects your business but isn't an emergency.
Urgent — something is broken or down. Use this sparingly so it stays meaningful.

Viewing your tickets

The Support page shows a list of all your tickets. Each one displays its subject, status, and when it was last updated. Click any ticket to open it and see the full conversation.

You can filter the list to see only open tickets, only resolved tickets, and so on, using the filter controls at the top.

Replying to a ticket

Open the ticket you want to reply on. You'll see the original message, then any back-and-forth between you and our team. Type your reply in the message box at the bottom and send it.

If a ticket has been closed, you can't reply to it. Open a new ticket instead and reference the old one if helpful.

What the statuses mean

Open — we've received it and it's in our queue.
In progress — someone on our team is actively working on it.
Resolved — we've completed the work or answered your question. If we got it right, no action needed; if not, reply on the ticket and we'll re-open it.
Closed — the ticket is finished and archived. New conversations on this topic should be a fresh ticket.

Tips for faster resolution

One issue per ticket. Don't bundle five unrelated things into one ticket — they'll get worked on at different speeds and the conversation gets confusing.
Be specific. "The website is broken" is hard to act on. "The contact form on the About page doesn't submit on mobile Safari" is much more useful.
Include screenshots if you're describing something visual. A picture really does save a hundred messages.
Tell us what you expected versus what actually happened. That gap is usually the fastest path to a fix.
Mention urgency in the description if there's a deadline (e.g. "Need this live before Friday's launch").

Need help? Submit a support ticket from your dashboard, or email us at hello@moonfactory.dev.