If you run into a problem or want to report a bug, the support ticket system is the fastest way to reach us. You can also email us. Both options create a trail so nothing gets lost.
Before opening a ticket#
Check the documentation first. Many common questions are already answered there, and you might save yourself the wait. If the docs don’t cover your situation, open a ticket and we’ll help.
Opening a ticket from the control panel#
- Sign into your control panel.
- Go to My profile > Support tickets.
- Click Open new ticket.
- Fill in the form:
- Subject – A short description of the issue. Keep it specific (e.g., “504 errors on checkout page” rather than “website not working”).
- Description – Explain the problem in detail. Include what you were doing, what you expected to happen, and what happened instead. The more context you give, the faster we can help.
- Attach files (optional) – Click the paperclip icon to attach screenshots, error logs, or other files. You can attach multiple files per comment, with limits on individual file size and total attachments per ticket.
- Click Submit ticket.
Your ticket gets a unique ID (like TK8XM2A) and appears under the Open tickets tab. You’ll also receive an email confirmation.
Tracking your tickets#
The support tickets page shows two tabs:
- Open tickets – Active conversations that are still being worked on
- Closed tickets – Resolved issues
The stats cards at the top show your open and closed ticket counts at a glance.
Each ticket in the table shows:
- Ticket # – The unique ticket ID
- Subject – What the ticket is about
- Created – When you opened it
- Updated – When the last activity happened
Click View to open any ticket.
The table is searchable and sortable by any column, with newest tickets shown first by default.
Viewing and replying to a ticket#
The ticket detail page shows the full conversation history. At the top you’ll see:
- Ticket number and subject
- Status badge – Orange “Open” or green “Closed”
- Created by and creation date
- Updated by and last update date
Below that, every comment appears in order with the commenter’s name, timestamp, and message text. If a comment has attachments, they’re listed with download links showing the original filename.
Adding a comment
While a ticket is open, you can reply at the bottom of the page:
- Type your comment in the text area.
- Optionally attach files with the paperclip icon.
- Click Add comment.
We receive a notification for every comment you add.
Closing a ticket
When your issue is resolved, click Close ticket at the bottom of the page. Closed tickets move to the Closed tickets tab. You’ll receive an email confirming the closure.
Once a ticket is closed, you can no longer add comments to it. If the issue comes back, open a new ticket and reference the old ticket number.
Opening a ticket by email#
Send an email to support@hostney.com from the email address associated with your Hostney account. This automatically creates a ticket and you’ll receive a confirmation email with your ticket number.
If you email from a different address, we’ll still receive it, but it won’t be linked to your account automatically and you won’t get the system confirmation. Use your registered email whenever possible.
What to expect#
Our support team typically responds within 24 hours. Every update to your ticket, whether from you or from us, triggers an email notification, so you can follow the conversation from your inbox without logging into the control panel.