A complete first message helps the correct team understand the request and reduces follow-up questions.
Applies to: Billing, account, domain, sales and general support requests
Include the right reference
| Request type | Include |
|---|---|
| Account or billing | Account email address, invoice/order number and the amount or date involved. |
| Domain | The complete domain name and the action requested. |
| Hosting or addon | Service name or ID, affected domain and relevant control-panel area. |
| Existing ticket | Reply to the same ticket and keep its reference in the subject. |
| Complaint | Dates, references, what happened and the outcome requested. |
Write the request
- Use a short subject that identifies the service and requested action.
- Explain what you expected and what happened instead.
- State when the issue began and whether it is still occurring.
- List any recent change that may be relevant.
- Attach only necessary, redacted evidence.
- Submit one request and reply to the same thread for updates.
Note: For a technical fault, use the more detailed technical-ticket checklist in the related article below.
Related articles
- Open a support ticket
- Information to include in a technical support ticket
- Make a formal complaint
- Understand support ticket statuses
- Prepare safe diagnostics for a support ticket
- Remove secrets and personal data from screenshots and logs
Last reviewed: 2026-07-25.
