Tickets create a secure record of technical, billing, sales and complaint correspondence.
Applies to: Support tickets and service-status information
Support tickets create an auditable conversation linked to the customer account. One clear issue per ticket, accurate diagnostics and replies through the portal help staff investigate without avoidable delays.
Before you start
- Sign in to the Customer Portal using the account owner or an authorised user.
- Have the relevant invoice, service, domain or ticket number available.
Step-by-step
- Choose Open Ticket.
- Select the relevant department.
- Identify the service or domain.
- Describe the error, time, expected result and steps already tried.
Confirm the result
- The ticket or case history contains the submitted information and the correct department or status.
- Any requested evidence is legible, relevant and does not expose unnecessary secrets or personal data.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| A reply is not visible in the ticket. | The message was sent from an unrecognised address, failed email validation or was added to a different ticket. | Reply from the Customer Portal, reload the ticket history and quote the ticket number rather than opening a duplicate. |
| The ticket closes while no further help was requested. | Tudor Internet answered the ticket and no customer reply was received during the inactivity period. | Reopen the same ticket for the same issue or open a new ticket when the subject has changed. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Check the public Service Status page
- Information to include in a technical support ticket
- Choose the correct support ticket priority
- Reopen a closed support ticket
- Why an answered support ticket may close automatically
Last reviewed: 2026-07-18.
