{"id":18404,"date":"2026-09-29T23:33:49","date_gmt":"2026-09-29T20:33:49","guid":{"rendered":"https:\/\/www.hyyat.com\/knowledgebase\/open-support-ticket\/"},"modified":"2026-10-07T22:41:39","modified_gmt":"2026-10-07T19:41:39","password":"","slug":"open-support-ticket","status":"publish","type":"docs","link":"https:\/\/www.hyyat.com\/en\/knowledgebase\/open-support-ticket\/","title":{"rendered":"How to Open a New Support Ticket in the Client Area"},"content":{"rendered":"<div class=\"hy-tldr\" style=\"background:#f6f7fb;border-left:4px solid #d83954;border-radius:10px;padding:14px 18px;margin:0 0 20px;line-height:1.9\"><strong>In short:<\/strong> To open a ticket: client area \u2192 Support \u2192 Open New Ticket, choose the department, write a clear subject, pick the service and priority, explain the problem with a screenshot, and submit. Put passwords only in the sensitive data field.<\/div>\n<div class=\"hy-vid\" style=\"margin:0 0 22px\">\n<p><strong>Short video (28 seconds)<\/strong><\/p>\n<div style=\"width: 1280px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-18404-1\" width=\"1280\" height=\"720\" poster=\"https:\/\/www.hyyat.com\/zasogooh\/2026\/10\/sup-open-en-poster.jpg\" preload=\"none\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/www.hyyat.com\/zasogooh\/2026\/10\/sup-open-en.mp4?_=1\" \/><a href=\"https:\/\/www.hyyat.com\/zasogooh\/2026\/10\/sup-open-en.mp4\">https:\/\/www.hyyat.com\/zasogooh\/2026\/10\/sup-open-en.mp4<\/a><\/video><\/div><\/div>\n<p>A ticket is the official way to ask for help with your Hyyat Host services. You need your <a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/explain-how-to-enter-the-client-area\/\">client area<\/a> login; if you forgot the password, see password recovery.<\/p>\n<h2>Steps to open a support ticket<\/h2>\n<h3>Step 1: Open &#8220;Open New Ticket&#8221;<\/h3>\n<p>Log in to the client area, open <strong>Support<\/strong> in the top menu and choose <strong>Open New Ticket<\/strong>, or <a href=\"https:\/\/www.hyyatdomain.com\/submitticket.php?language=english\" target=\"_blank\" rel=\"noopener\">open it directly here<\/a>.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone hy-dcimg\" src=\"https:\/\/www.hyyat.com\/zasogooh\/hyyat-kb-img\/support\/sup-open-1-en.svg\" alt=\"Support menu in the client area with Open New Ticket\" width=\"860\" height=\"420\" loading=\"lazy\" decoding=\"async\" \/><\/p>\n<h3>Step 2: Choose the department<\/h3>\n<p>Departments appear with an icon and description, and the <strong>Help Center<\/strong> button sits at the top if you want to search first. Pick the closest one; if unsure, see <a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/when-will-the-technical-support-ticket-open\/\">which department to choose<\/a>.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone hy-dcimg\" src=\"https:\/\/www.hyyat.com\/zasogooh\/hyyat-kb-img\/support\/sup-open-2-en.svg\" alt=\"Ticket department selection page\" width=\"860\" height=\"560\" loading=\"lazy\" decoding=\"async\" \/><\/p>\n<h3>Step 3: Fill in the ticket and submit<\/h3>\n<ol>\n<li><strong>Subject:<\/strong> a clear title naming the service and the problem.<\/li>\n<li><strong>Related service and priority:<\/strong> pick the affected service and the priority.<\/li>\n<li><strong>Message:<\/strong> explain what happens, the error text and what you did before it. As you type, the form suggests guides that may solve it right away.<\/li>\n<li><strong>Attachments:<\/strong> attach the error screenshot. Allowed: jpg, png, gif, pdf, docx, zip, txt and eml.<\/li>\n<li><strong>Sensitive data:<\/strong> if we need your site admin password, put it in this field only, never in the message.<\/li>\n<li>Click <strong>Submit<\/strong>.<\/li>\n<\/ol>\n<p><img loading=\"lazy\" class=\"alignnone hy-dcimg\" src=\"https:\/\/www.hyyat.com\/zasogooh\/hyyat-kb-img\/support\/sup-open-3-en.svg\" alt=\"Ticket form: subject, service, message, attachments and submit\" width=\"860\" height=\"700\" loading=\"lazy\" decoding=\"async\" \/><\/p>\n<h3>Step 4: Confirmation<\/h3>\n<p>A message shows your ticket number, and an email confirms it. Outside working hours an automatic reply confirms receipt and suggests helpful guides. We reply within 24 hours at most.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone hy-dcimg\" src=\"https:\/\/www.hyyat.com\/zasogooh\/hyyat-kb-img\/support\/sup-open-4-en.svg\" alt=\"Ticket confirmation and automatic reply\" width=\"860\" height=\"360\" loading=\"lazy\" decoding=\"async\" \/><\/p>\n<h2>Example of a good ticket message<\/h2>\n<blockquote style=\"border-inline-start:4px solid #1557b0;background:#f4f7fb;padding:12px 16px;margin:12px 0;border-radius:8px;line-height:1.9\"><p>yourdomain.com shows &#8220;500 Internal Server Error&#8221; since 9 am. It started after I updated the WooCommerce plugin from the WordPress dashboard. I tried two devices and browsers with the same result. Screenshot attached.<\/p><\/blockquote>\n<p>A message like this tells the team the service, the error text, when it started and the likely cause, so the fix can start right away without extra questions.<\/p>\n<h2>Which priority should I choose?<\/h2>\n<ul>\n<li><strong>Low:<\/strong> a question or a non-urgent change.<\/li>\n<li><strong>Medium:<\/strong> a problem affecting part of the website or email.<\/li>\n<li><strong>High:<\/strong> a serious problem affecting your business. If the website or email is completely down, choose &#8220;Emergencies \/ Outages&#8221;.<\/li>\n<\/ul>\n<h2>After opening the ticket<\/h2>\n<p>Follow replies in &#8220;My Tickets&#8221; or by email, and see <a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/reply-to-support-ticket\/\">replying to a support ticket<\/a>. If the ticket closes later, see <a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/closed-support-tickets\/\">why my ticket was closed<\/a>.<\/p>\n<h2>FAQ<\/h2>\n<h3>Can I open a ticket without an account?<\/h3>\n<p>Yes, in Sales, Design, Billing and Abuse. The other departments require a client area login.<\/p>\n<h3>What file types can I attach?<\/h3>\n<p>jpg, png, gif, pdf, docx, zip, txt and eml. Zip large files.<\/p>\n<h3>Can I add information after submitting?<\/h3>\n<p>Yes. Open the ticket from &#8220;My Tickets&#8221; and add a reply with the new information.<\/p>\n<h3>Should I write my password in the ticket?<\/h3>\n<p>Not in the message. Use the sensitive data field only when needed.<\/p>\n<div class=\"hy-rel\" style=\"border:1.5px solid #e3eaf3;border-radius:14px;padding:14px 18px;margin:24px 0 0;line-height:1.9\"><strong>Related guides<\/strong><\/p>\n<ul style=\"margin:8px 0 0\">\n<li><a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/the-importance-of-the-technical-support-center\/\">Hyyat Host support center<\/a><\/li>\n<li><a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/when-will-the-technical-support-ticket-open\/\">When to open a support ticket<\/a><\/li>\n<li><a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/reply-to-support-ticket\/\">Reply to a support ticket<\/a><\/li>\n<li><a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/closed-support-tickets\/\">Why was my ticket closed?<\/a><\/li>\n<li><a href=\"https:\/\/www.hyyat.com\/en\/knowledgebase\/explain-how-to-enter-the-client-area\/\">Log in to the client area<\/a><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>In short: To open a ticket: client area \u2192 Support \u2192 Open New Ticket, choose the department, write a clear subject, pick the service and priority, explain the problem with a screenshot, and submit. Put passwords only in the sensitive data field. Short video (28 seconds) A ticket is the official way to ask for [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":18569,"comment_status":"open","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"_templately_pack_id":"","_templately_imported_at":"","_templately_source":"","_templately_import_session_id":"","footnotes":""},"doc_category":[2723],"doc_tag":[],"class_list":["post-18404","docs","type-docs","status-publish","has-post-thumbnail","hentry","doc_category-use-the-technical-support-center"],"year_month":"2026-10","word_count":531,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"admin","author_nicename":"admin","author_url":"https:\/\/www.hyyat.com\/en\/author\/admin\/"},"doc_category_info":[{"term_name":"Use the Technical Support Center","term_url":"https:\/\/www.hyyat.com\/en\/kb\/use-the-technical-support-center\/"}],"doc_tag_info":[],"knowledge_base_info":[],"knowledge_base_slug":[],"_links":{"self":[{"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/docs\/18404","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/comments?post=18404"}],"version-history":[{"count":0,"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/docs\/18404\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/media\/18569"}],"wp:attachment":[{"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/media?parent=18404"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/doc_category?post=18404"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/www.hyyat.com\/en\/wp-json\/wp\/v2\/doc_tag?post=18404"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}