How to Create a Support Ticket

5 min read

Intro

In this article, we’ll take a look at the available options for opening a support ticket, how to track your ticket, and how to help us help you as quickly and efficiently as possible.

  1. Opening a Support Ticket

  2. Help Us Help You – Information We Need
    Server IP and Website URL
    Screenshots and/or Video Captures (If it makes sense to do so)
    Nginx Errors – 50X, 40X etc
    HTTP 500 Issues
    – SSL/HTTPS Issues
    MySQL Issues
    SSH & SFTP Issues
    Staging Push Issues
    All Other Issues

  3. Tracking a Support Ticket

Part 1. Opening a Support Ticket

To open a support ticket, click on your name in the top right-hand corner inside your GridPane account, and then select “Create Ticket” from the dropdown:

Here you can enter the details of your issue (more on this below), and also add any attachments that will help us in diagnosing and/or fixing your issue.

Part 2. Help Us Help You – Information We Need

For us to assist in the quickest, most efficient way possible, we need as much information as you can give us. There may be times that we won’t be able to do that much until we have more information about the problem you’re facing. Here are some guidelines to help us help you.

Some of the below are guidelines (especially the video captures in #2). Logs will be necessary depending on your issue.

1. Server IP and Website URL

If your support ticket relates to one of your servers and/or one of your websites, please let us know the IP address and provide us with a link to where the issue is occurring.

2. Screenshots and/or Video Captures (If it makes sense to do so)

A visual look at what you’re experiencing can save a lot of time if applicable. Screenshots for things such as error codes, or video captures

This of course depends on the nature and urgency of your issue. We certainly don’t expect videos for urgent site or server level issues, but it can be much easier to demonstrate a complex issue with a 2 minute Loom video vs trying to explain in writing what’s occurring and then have us interpret the issue and try to repeat the testing.

3. Nginx Errors – 50X, 40X etc

Please check your Nginx Access and Error logs and attach them to your ticket as relevant. Please also provide us with the details necessary for our team to reproduce the issue on your website. The faster we can do this, the faster we can help you.

If you’re experiencing asset loading issues, please also provide console log output. You can do this by opening up the page of your website, right-clicking and selecting “Inspect” and then clicking on the Console tab:

4. HTTP 500 issues

Please provide us with the information in the Nginx Error log. These are almost certainly application level issues (an issue inside your websites codebase), so please also provide secure debug log output if possible. 

You may also want to check out these troubleshooting articles to get a jump on the issue:

Diagnosing Performance Issues and 504 Timeouts

WP Debug and Query Monitor

5. SSL/HTTPS Issues

Please provide us with the SSL provision log output. The reason for the failure of your SSL is always detailed inside these logs.

Please also check your DNS resolution to make sure you’re DNS is resolving to your server (if you aren’t using a DNS API integration). This website is a great way to test your A and CName record propagation:

https://dnschecker.org/#A

Please also provide a screenshot and console log output (head to your website, right-click, choose “Inspect“, then select the Console tab and take a screenshot):

6. MySQL Issues

Please check your MySQL error log and provide the MySQL log output with your ticket. 

You can find the Auth logs by heading to your Servers page inside your GridPane account, clicking on your server to open up the server configuration modal, and clicking through to the logs tab:

If it’s a database connection issue from WordPress, then please also activate WP Secure Debug and provide its log output:

7. SSH & SFTP issues

For SSH issues, please provide the error output from your connection attempts and the output from the Auth Logs when you attempt to connect.

For SFTP issues, please provide the error output from your SFTP client (a screenshot is fine) and the output from the Auth Logs when you attempt connections.

You can find the Auth logs by heading to your Servers page inside your GridPane account, clicking on your server to open up the server configuration modal, and clicking through to the logs tab:

8. Staging Push Issues

For any issues relating to staging pushes, please provide us with staging logs:

09. All other issues

We understand that not all issues fit nice and neatly into a specific category. If you’re not sure what’s going on, that’s OK. Please just try and give us as much information as possible so that we know where to begin with your ticket.

Part 3. Tracking a Support Ticket

Once you create your first ticket in our support system will automatically create an account for you using the email attached to your GridPane account. 

You can then view past and open tickets here: https://support.gridpane.com

In most cases, the system will send an account activation email with a link to get started.

If you have not received an activation email then your account has already been verified. In these cases, when you go to login for the first time, you will need to reset your password on the above page.

Info

Due to incorrect information (site URLs, IP addresses etc) being submitted through the portal, and email address changes that mean our team cannot verify your account, ticket submission through the support portal has been disabled.

Don’t Forget the Knowledge Base!

More often than not, the solution to the problem you’re facing is probably well documented here in our Knowledge Base. We also have a learning path for avoiding and troubleshooting the most common problems which we’d highly encourage you to check out here:

Learning Path: Solve and Avoid Common Problems

We do our best to keep our documentation up-to-date and continually add more to help you get the most out of our platform.