How do I raise a ticket?

You can raise a ticket from within your Client Area by selecting “Open Ticket” from the home screen once you have logged in. You will be given the option to raise this with one department from a choice of Technical Support, Customer Services, Billing or Domains. Please take care to choose the option that fits your query best. You will then be asked for more details regarding your query. Particularly in the case of a Technical Support query, please try to provide us with as much clear information as possible about your issue, providing specific examples if possible and directions on how to replicate your issue if applicable. Please note that tickets raised with our Customer Service and Billing teams may only be responded to within their business hours of 09:00-17:30 Monday-Friday. Our Technical Support team are here 24/7/365 and their response time will be in line with the SLA for the product and/or support package you have with CWCS.

How do I view a ticket I raised?

If you would like to view the progress of an existing ticket, simply log in to your Client Area and then select Support>Tickets. This will show you a summary of all tickets you have open with us. Clicking on the relevant ticket will show you further details.

How do I respond to a ticket?

It may be necessary for us to request further information from you after you have raised a ticket with us. We will also often contact you to ensure your ticket has been fully resolved or answered and that you are happy with the outcome. In most cases you will be notified via email if we require a further response from you. In order to respond from within your Client Area, go to Support>Tickets and click the relevant ticket reference. This will show you the correspondence so far, and allow you to add further replies.