Support Ticket Category Examples

Domain Registration

• Required Documentation

• Registration Status

• Questions about registering a new domain

• No confirmation received or experiencing delays in the registration process

• Trouble submitting or verifying required documents

• Checking the current status of a domain registration (e.g., pending, completed, failed)

Domain Renewal

• Domain Restore

• Renewal Status

• Need to restore a domain that has expired or entered the redemption period

• Checking the status of a domain renewal (successful, pending, or failed)

• Issues or delays with the renewal process

Domain Transfer

• Transfer to Another Account

• Transfer In

• Transfer Out

• Transfer a domain to another account

• Transfer a domain into your account from another provider

• Transfer a domain out to a different registrar

• Questions about the transfer process or requirements

• Issues or delays with a domain transfer

• Need to provide or obtain an authorization/EPP code

• Checking the status of a domain transfer (pending, completed, failed)

DNS Records

• Help adding, editing, or deleting DNS records (A, CNAME, MX, TXT)

• Issues with DNS propagation or changes not taking effect

• Setting up or modifying SPF, DKIM, or DMARC records

• Unsure how to point your domain to a new website or server

• Troubleshooting DNS-related errors or downtime

Domain Contact Changes

• Updating registrant, administrative, technical, or billing contact information

• Issues or errors when updating contact details

• Questions about the process or requirements for changing contact information

General Inquiry

• Questions that do not fit into other categories

• General information about our services or policies

• Feedback, suggestions, or non-urgent comments

Sales Inquiry

• Requesting a quote for domain registration, renewal, or transfer

• Interested in bulk domain purchases or special pricing

• Questions about promotions, discounts, or special offers

• Help choosing the right domain extension or service package

• Interested in enterprise solutions

• Product or service recommendations based on business requirements

Update Account Information

• Issues updating account email address, phone number, or mailing address

• Changing username

Hosting & Email Services

• Plesk Email

• Web Hosting

• Setting up or configuring a web hosting account

• Hosting-related errors

• Assistance with Plesk Email setup, configuration, or troubleshooting

• Help with hosting plan

Google Workspace

• Unable to sign in to Google Workspace account

• Forgotten password or account locked

• Not receiving or unable to send emails via Gmail

• Renewing Google Workspace subscription

• Adding users to subscription

• Migrating data to or from another Google Workspace

• Canceling Google Workspace subscription

Secure Web Accelerator (SWA) / Cloudflare

• Website not loading securely (HTTPS errors or warnings)

• Performance issues

• Questions about SWA billing or charges

• Problems with subscription renewals or cancellations

SSL/TLS Certificates

• Difficulty installing an SSL/TLS certificate

• Errors during installation (e.g., “certificate not trusted,” “invalid certificate format”)

• Trouble renewing an expiring certificate

• Renewal completed but new certificate not active

OnDMARC

• DMARC record configuration problems

• Email delivery issues after enabling DMARC

• SPF/DKIM alignment problems

• Reporting and visibility issues

• Platform access and usability

Web Forwarding

• Domain not redirecting to intended URL

• Forwarding type issues

• Forwarding loops or redirect chain

• Service activation

Payment/Billing Inquiry

• Failed or declined payments

• Duplicate or incorrect charges

• Refund requests

• Auto-Renew questions

• Updating payment information

• Disputed charges

• Invoice inquiries

• Payment methods

Cancel Domains/Services

• Cancel registration or renewal of a domain

• Cancel other services offered through our platform

Website Builder

• Site layout is broken or not displaying as designed

• Editing and publishing problems

• Template and design issues

• Domain connection problems

• Third-party app or plugin issues

Close Account

• Close and delete account