- Support Ticket
- Live Chat
Creating a Support Ticket
To report a problem and create a support ticket, please do the following:
- Navigate to Support Center > Make a New Ticket.
- On the page that appears, compose the problem report.
- If you wish to add an attachment, you can do so by clicking the Paperclip icon. The following window will appear.
- In the pop-up window click Browse and select the file;
- Click Upload. The filename shows in the Attachments section.
- Click Submit. Your ticket will be sent to the technical support.
- Title: the subject of your Ticket message.
- E-mail: the e-mail address that the reply and confirmation will be sent to.
- Disable email confirmation: check this box if you do not want to receive confirmation that your ticket has been sucessfully delivered.
- Priority: state how important or urgent it is for you to have this problem taken care of.
- Question: enter a question or describe your technical problem.
- Attachment: when creating a new ticket, you can add attachments as described above.
Alternatively, you can launch the ticket composer from virtually any place in your control panel by clicking the “?!” button:
If the information in the popup does not answer your question, you would be suggested to send a Ticket.
Responding to a Support Ticket
To browse through your tickets and replying to them.
- Navigate to Support Center > My Support Tickets.
- Click the ticket you wish you view.
- Enter a follow-up ticket in the box that appears
- Click Submit
Note: click column headers to sort your tickets
Closing a Support Ticket
We will generally close all support tickets after replying. This doesn’t mean your issue has been closed, you may reopen and respond to the ticket at any time.
Once you have answered a ticket and do not need it any further, you can close it. There are 2 options:
- Navigate to Support Center > My Support Tickets.
- In the list of tickets, click the Close link on the right.
- Alternatively, Open a ticket and once you answer it, click the Close button in the right upper corner.
Live Chat Support
Live Chat / Live Support, where you can chat online with a Pipe Ten expert is available from the Pipe Ten website during extended office hours.
Using Live Chat
When visiting Live Chat, you may select one of the following departments depending on your need:
- Accounts & Billing
- Enterprise Support
- Technical Support
- Open Live Chat
- Fill in the necessary details
- Click Start Chat
Telephone support is available for all sales, billing and server/enterprise enquiries.
Technical support is available for our Dedicated and Cloud server customers. They often have more complex solutions, but more often than not online support is still a more suitable method for the same reasons listed above.
Our telephone number is 0114 3030040.
Calls to this number will be charged at your standard network operator rate (local call).
Calls are monitored 24/7 with immediate answer during office hours.
Customers calling for domain, general or complex enquiries, especially when requesting changes or requiring authentication may be directed toward alternate support methods when more appropriate.
Telephone Support vs Ticket Support
Here at Pipe Ten, we believe that ticket & live chat support is a lot better than telephone support.
No waiting around!
With our Live Chat and Ticket support options, you’re not stuck waiting on hold in telephone queues, wasting your precious time and running up your phone bill. You’ll receive concise information direct in an easy to understand format, including links to support documents and tutorials to explain the more complex technical jargon or procedures. Web hosting can be a very technical environment, there are lots of different factors which can contribute to your issue ranging from your own internet connection right through the many components that make up the hosting servers within our facilities. Having a support method which allows you to be kept up to date without being placed on hold makes it easier for everyone to get on with what they’re doing.
There are no extra fees for using the Ticket or Live Chat support. It’s absolutely free! Whether you’re an individual customer or a reseller with lots of customers, it’s the best way to receive quality support and save both time and money. Take call centres for example. They usually have a target call handling time which means support staff are more focused about dealing with your query and getting you off the phone. With our online support systems we are dedicated to resolving your query whether it takes 5 minutes or 5 hours. It’s all about getting it right first time.
By offering these types of support. You are able to keep a log of what happens, if you have a problem that you’ve experienced before. You can search back through your ticket history and see what happened the last time. This might mean you can fix it yourself and save yourself time. Obviously with telephone support this is not possible, you’d probably forget what happened on the conversation after a few days, or only remember parts of the discussion.
No need to repeat yourself
We’ve all been there, on the phone to a support team in a random country. Having to repeat ourselves because you’re on a bad line and either they don’t understand you or you don’t understand them. With ticket and live chat, it’s all there in clear written text.
If you have a complex query, which requires multiple people to look into the issue. With ticket support you’re not stuck being transferred from pillar to post whilst the issue is being dealt with. Your support ticket is simply escalated to the most relevant qualified member of our team to deal with and you’ll receive a detailed response containing all of the information related to your query.
With our Live Chat system, after every session you have the ability to rate the support session. We do take this seriously and investigate any areas where support was rated less than 5 star. We are quite proud of the quality of our support levels. Anything less than 5 star is not good enough. We always value any feedback from our customers, without it we’re not able to improve further.
Dedicated UK support team
Our support team is composed of staff members all based and trained within the UK. From our office based in the heart of Sheffield. We’re always focused to providing you with the support you deserve. All support responses are hand written. We don’t provide you with cut and paste responses like most people might expect from ticket based support. We really do take the time to respond to all of your queries ourselves, direct from the heart!
Support responses are always tailored to your needs and abilities. If we know you’re not very technical we can provide easy to understand responses using less technical jargon. However, if there is something you don’t understand, we are alway happy to explain further.