# Open and manage support tickets

> Open a VPSNine support ticket, pick its category and priority, link a server, follow the thread, close it and rate the answer.

Source: https://vpsnine.com/help/support-tickets · Updated: 2026-10-21

To ask us something, open **Support** in the panel and choose **new ticket**: give it a subject, say what it's about and how urgent it is, pick the server if there is one, and describe the problem. We answer in the ticket's thread and email you when we do.

## What you need

- A VPSNine login. On a [team](https://vpsnine.com/help/teams), the owner, admins, billing and technical members can open and answer tickets; read-only members can read them.
- If you can't log in at all, email hello@vpsnine.com from the address on your account instead.

## Open a ticket

1. Open [Support](https://my.vpsnine.com/support) and choose **new ticket**.
2. Write a short **Subject** (3 to 120 characters, one line).
3. Pick **What is it about?**:

   | Category | For |
   | --- | --- |
   | Technical | a server, the network, the panel or the API |
   | Billing | invoices, payments, credit, refunds |
   | Sales | plans, prices, custom setups |
   | Abuse | a report about one of your servers, or one you want to make |
   | My account | login, 2FA, email |
   | Something else | anything that doesn't fit |

4. Pick **How urgent is it?**: Low (a question, no rush), Normal, High (something important isn't working) or Urgent (a production server is down).
5. Under **Server (optional)**, pick the server it's about, if any.
6. Write your **Message** and choose **send**.

[Screenshot: The new ticket form with the subject Snapshot revert failed on db-primary, the Technical category, High priority picked and a message describing the failure] Say what you tried, what you expected and the exact error.

Messages are plain text, up to 10,000 characters. Put logs or commands between two lines that hold only three backticks (```` ``` ````), and they keep their layout.

For anything longer, such as a full log, put it in a paste and link it.

## What helps us answer

- The server's hostname (or link the server), and the time it happened, in UTC if you can.
- The exact error text, and the command or page that gave it.
- What you've already tried.

Never send a password, a private SSH key or an API token in a ticket. We don't need them. To look into your account, our staff can view the panel as you see it, read-only and for at most 30 minutes; [Sessions and activity](https://vpsnine.com/help/sessions-and-activity#when-support-looks-at-your-panel) explains how that works.

## How priority is used

Priority tells us how urgent the ticket is and puts it higher in our queue. Use **Urgent** for a production server that is down, and **Low** for questions that can wait. We don't publish fixed response times. Before you write about an outage, check [vpsnine.com/status](https://vpsnine.com/status): if it's a known incident, its updates are posted there.

## Follow the thread

**Support** lists your tickets with their status and last activity:

[Screenshot: The Your tickets list with an answered ticket about opening port 25, a closed technical ticket about reverse DNS and a closed billing ticket about the company name on invoices] Answered means we replied and the next move is yours.

| Status | Means |
| --- | --- |
| **open** | Waiting for us. |
| **answered** | We replied. Your reply makes it open again. |
| **closed** | Done. A closed ticket can't take replies; open a new one if you still need help. |

Open a ticket to read the thread and reply:

[Screenshot: A ticket thread: the customer's request to open port 25 on api-eu-1 and the VPSNine support reply, with the reply box below] Your messages and ours, oldest first. Internal notes our staff write are never shown here.

On an open ticket you can also:

- **link** a server (or change it, or pick **none**) with the **Server** menu under the reply box;
- **close this ticket** when you have what you need.

We email you each time we reply, unless you turned support email off in [notification settings](https://vpsnine.com/help/notification-settings). The reply also shows in the panel's bell.

## Rate the answer

Once a ticket is closed, by you or by us, its page asks **How did we do?**. Pick 1 (poor) to 5 (excellent), add a comment if you like, and choose **send rating**. You can rate each ticket once, and only our team sees it.

[Screenshot: The How did we do? box on a closed ticket with five choices from 1: poor to 5: excellent, a comment box and the send rating button] One rating per closed ticket. It goes to our team only.

## From the API or the CLI

```bash
vps9 tickets
vps9 tickets open --subject "Reverse DNS for web-1" --category technical --priority normal --server web-1 "Please set PTR for the main address."
vps9 tickets reply tkt_abcdefghijkl2345 "Thanks, that worked."
vps9 tickets close tkt_abcdefghijkl2345
```

The API has the same calls under `/api/v1/tickets` (list, open, show, reply, close). Reading needs a read token; opening, replying and closing need read and write. See [API tokens](https://vpsnine.com/help/api-tokens).

## Troubleshooting

- **"You've opened a lot of tickets in a short time."** You can open 5 tickets an hour and 20 a day. Add to a ticket that's already open instead.
- **"That's a lot of replies in an hour."** The limit is 30 replies an hour.
- **"This ticket is closed. Open a new one if you still need help."** Closed tickets don't reopen. Mention the old ticket's subject in the new one.
- **No email when we reply.** Check spam, then the **Support** row in [notification settings](https://vpsnine.com/help/notification-settings). The thread in the panel always has the reply.

## Next steps

- [Service status, incidents and maintenance](https://vpsnine.com/help/service-status)
- [Open port 25 for sending email](https://vpsnine.com/help/open-port-25)
- [Rescue mode](https://vpsnine.com/help/rescue-mode), for a server that won't boot