When you need a person to look at your server or your account, open a support ticket. Tickets are linked to your account, so support can see which services you have. Every reply is kept in one thread you can come back to. This guide shows how to open a ticket and fill in each field so your issue reaches the right people with the right information.
Before you start
- You are signed in to the Dashboard. If you cannot sign in, use the contact page instead.
- You know which server the problem is about. Check its name and IP address under Services.
- You have the details of the problem: the exact error message, when it started, and what you have already tried.
Tip: For a quick "how do I…" question, MdmHost AI often answers in seconds. Open a ticket when someone needs to look at your account or server.
Open a new ticket
- Go to /tickets/new. You can also start from the Support section of the Dashboard.
- Fill in the form:
- Subject: one line that names the problem and the server, for example
Cannot connect via RDP to 203.0.113.10 since this morning. - Department: choose the closest match, such as technical support for a server problem or billing for an invoice question.
- Related service: pick the server the ticket is about. This is the single most useful field, because it tells support exactly which machine to check.
- Priority: leave it on the default for normal questions. Use a higher priority only when a service is down or business is affected right now.
- Message: describe the issue (see below).
- Attach screenshots or log files if they help.
- Click Open ticket.
The ticket now appears in the Support section with the status Open.
What to put in the message
Support can fix things faster when they do not have to ask follow-up questions. Include:
- What you were trying to do, for example "connect with Remote Desktop".
- What happened instead, with the exact error text. Copy and paste it rather than retyping.
- When it started, and whether anything changed just before, such as updates, a firewall change or a new app.
- What you already tried, such as restarting the server or testing from another network.
- How to reproduce it, if the problem only happens in certain cases.
For Windows servers, mention the address and port you connect to, for example IP:3389.
Warning: Do not paste server passwords, API keys or card numbers into a ticket. If support needs access, they will tell you how to share it securely.
Choose a sensible priority
- Low: questions, advice and non-urgent requests.
- Medium: something does not work, but you have a workaround.
- High: a service is down or unreachable and it affects your work now.
Honest priorities help everyone. A ticket marked high that turns out to be a general question slows down someone else with a real outage.
Check it works
- The new ticket appears in the Support list with the subject you wrote and the status Open.
- Open it and check that the related service and your message are correct.
- Watch for an email when support replies. The reply also shows in the ticket, and the status changes to Answered.
Troubleshooting
- The ticket form sends you to the login page: your session expired. Sign in again and reopen /tickets/new.
- Your server is not in the Related service list: it may not be active yet, or it is on a different account. Choose none and mention the IP address in the message.
- An attachment will not upload: the file may be too large or of an unsupported type. Take a smaller screenshot or paste the relevant text into the message instead.
- You opened a ticket by mistake: reply in the ticket to say it can be closed.
Next steps
- Follow and answer replies: Reply to and track a support ticket.
- Get faster answers: How to write a support ticket that gets solved fast.
- Before you open a ticket for an unreachable server: Server not responding? First checks before contacting support.