To help our support team resolve your issue as quickly and efficiently as possible, it’s important to provide clear, complete information when submitting a ticket. Below is a quick guide to what you should always include (and avoid!) to ensure faster replies and fewer back-and-forth messages.

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✅ Essential Info to Include

1️⃣ Which Domain or Site the Issue Affects

If your account has multiple domains, please clearly state exactly which domain is experiencing the issue.

❌ “My site isn’t loading”
✅ “My site bulkwidgets.net is showing a 403 error”

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2️⃣ Clear Description of the Problem

Tell us:

• What is happening

• What you were expecting to happen

• Whether the issue just started, or has been happening for a while

Example:

“The site bulkwidgets.net started showing a 403 error this morning. I haven’t made any changes, and it was working fine yesterday.”

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3️⃣ What You’ve Already Tried

If you’ve already cleared your browser cache, flushed DNS, restored a backup, or followed a relevant knowledge base guide, please mention it.
This saves time and prevents us from suggesting steps you’ve already taken.

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4️⃣ Any Error Messages or Screenshots

If there's an error showing (in the dashboard or on the live site), paste the full error text or attach a screenshot. This is extremely helpful.

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5️⃣ Mention if It’s Time-Sensitive

We prioritize urgent issues like total site downtime or CDN errors.
If something is time-sensitive, feel free to mention this—but please do so respectfully.

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🚀 Pro Tip for Lightning-Fast Fixes

The fastest-resolving tickets usually look like this:

Domain: bulkwidgets.net
Issue: Site is stuck in “Activating CDN” even though nameservers are correct.
Tried: Waited 24 hours, cleared cache, confirmed nameservers are set correctly.
Screenshot: attached of DNS tab at registrar.

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🛑 What Not to Do

• Don’t just say “my site’s broken” — we need specifics.

• Don’t submit multiple tickets for the same issue. This slows down resolution time for everyone.

• Don’t forget to check the Knowledge Base first — your issue might already be solved there!

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⚠️ Respecting Our Support Guidelines

We love helping, and our team is dedicated to providing fast, friendly assistance. But to protect the support experience for everyone, please keep the following in mind:

🚫 Spamming Support
Opening repeated or unnecessary tickets slows things down for everyone. Our team reserves the right to close duplicate or spammy tickets and deprioritize excessive abuse of the system.

🗣️ Abusive or Rude Behavior
Aggression, rudeness, or harassment toward our team will result in support restrictions and may lead to account suspension. This is clearly outlined in our Terms & Conditions and will be enforced without warning if necessary.

We're here to help—but respect goes both ways 💙

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🧑‍💻 Still Not Sure What to Include?

No problem! Just provide as much detail as you can, and we’ll guide you through the rest.

Our goal is to fix your issue quickly—and clear, specific tickets help us do exactly that.