How to open a support ticket
Step-by-step guide to opening a support ticket in CustomerPanel, choosing the right department, and writing a ticket that gets a fast, accurate response.
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Support tickets are the primary way to get help from UnderHost for anything that needs account access, server investigation, or billing review. Here's how to submit one effectively so you get the fastest possible response.
Opening a ticket
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Log in to CustomerPanel
Go to customerpanel.ca and log in with your email address and password.
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Go to Support → Submit Ticket
In the top navigation, click Support then Submit Ticket. You can also go directly to customerpanel.ca/client/submitticket.php.
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Choose a department
Select the department that best matches your issue. See the department guide below.
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Select the affected service
If your issue relates to a specific hosting account or domain, select it from the dropdown. This helps our team find your account faster.
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Write a clear subject and message
Use a short subject line that describes the problem (e.g. "Email not sending from info@domain.com"). In the message, include all relevant details (see below).
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Submit and wait for a reply
Click Submit. You'll receive a confirmation email with your ticket ID. Replies come via email and are also visible in CustomerPanel → Support → My Tickets.
Choosing the right department
| Department | Use for |
|---|---|
| Technical Support | Website errors, cPanel issues, DNS, email setup, SSL, server problems, s |
| Sales / Custom Quote | Questions about plans, custom configurations, pre-sales questions |
| Billing | Invoice disputes, refund requests, payment issues, plan upgrades and cancellations |
| Abuse / Legal | Reporting abuse, DMCA notices, legal matters |
What to include in your ticket
Tickets with more detail get resolved faster. Include:
- Your domain name (e.g. example.com)
- The exact error message (copy/paste it, don't summarize)
- When the problem started
- What you've already tried
- Steps to reproduce the issue (for website errors)
- Screenshots if the issue is visual
- Your cPanel username (if you know it)
Do not include your cPanel, email, or billing password in a ticket. UnderHost staff will never ask for your password. If you need to share access for troubleshooting, use a temporary password and change it after the ticket is resolved.
After submitting
- You'll receive an email confirmation with your ticket reference number.
- Our team operates 24/7. Most tickets receive a reply within a few hours.
- Reply to the ticket email (or in CustomerPanel) to add information or follow up.
- Do not open duplicate tickets for the same issue-add to the existing one.
Related: How to contact UnderHost support | How to access your CustomerPanel account | Start with UnderHost: your first 15 minutes | UnderHost pre-sales FAQ-common questions before signing up
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