# Getting help: support tickets

## Opening a ticket

1. Click **Tickets** in the menu (or **Support → Support** at the top), then create a new ticket.
2. Fill in:
   - **Subject**: a short summary, e.g. "Server won't start after update"
   - **Department**: **Support** for technical problems, **Sales** for billing, refunds and plan questions
   - **Priority**: Low, Medium or High
   - **Service**: the server it's about, if any
   - Your message, plus any screenshots or log files (up to 10 MB each)
3. Click **Create**.

[![Creating a ticket](https://knowledgebase.suhosting.net/uploads/images/gallery/2026-10/scaled-1680-/bil-in-ticket-create.png)](https://knowledgebase.suhosting.net/uploads/images/gallery/2026-10/bil-in-ticket-create.png)

## Get a faster answer

Include:

- **What happened** and **what you expected**
- **When** it started, and anything you changed just before (mods, updates, settings)
- For game server problems: the **Debug Information** from the server's **Settings** tab in the game panel, and the last lines of the **console** (see [My server won't start or keeps crashing](https://knowledgebase.suhosting.net/books/game-panel/page/my-server-wont-start-or-keeps-crashing))

Never send us your password.

## Replies and closing

You'll get an email when we reply. Answer on the ticket page with **Reply**.

- Problem solved? Click **Close Ticket**.
- Tickets **waiting for your reply** close automatically after **7 days** without a response. Tickets waiting on us never auto-close.

## Other places to get help

- **[Knowledgebase](https://knowledgebase.suhosting.net)**: you're here!
- **[Server Status](https://uptime.suhosting.net)**: check if there's a known outage.
- **[Discord](https://discord.gg/pvdmmNhr3h)**: chat with us and the community.