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Knowledge Base › How to Raise a Support Ticket

How to Raise a Support Ticket

The Rackwave support team is available to help with account issues, technical problems, billing queries, and platform configuration. This article explains how to submit a support ticket, what information to include for the fastest possible resolution, and how to track your ticket to completion.

How to Open a Support Ticket

  1. Log in to the Rackwave client portal.
  2. Click Support or Help in the left sidebar navigation.
  3. Click Open New Ticket or Submit a Request.
  4. Fill in the ticket form — see the field guide below.
  5. Click Submit Ticket.
  6. You will receive an automatic confirmation email with your ticket number (e.g. Ticket #1042). Keep this for reference.

Ticket Form — Field Guide

Field What to Enter Tips
Subject A concise, descriptive title for your issue Be specific: MigoSMTP DKIM verification failing for yourdomain.com is better than Email issue
Department / Category The area your issue relates to (Technical, Billing, Account, General) Correct routing gets your ticket to the right team faster
Priority The urgency level — see priority definitions below Be honest about priority — marking everything as Critical slows resolution for genuine emergencies
Message / Description Full description of the issue — see the good ticket guide below More detail in the first message = faster resolution; reduces back-and-forth
Attachments Screenshots, error logs, API request/response samples, invoice PDFs Attach relevant files immediately — do not wait to be asked

Priority Levels

Priority Definition Examples
Critical Complete service outage affecting all sending; account compromise; data breach All emails failing to send; account locked out; API returning 500 for all requests
High Significant degradation of service affecting production sending Delivery rate dropped below 70%; SMS failing intermittently; billing payment blocked
Medium Issue affecting functionality but with a workaround available DKIM not verifying; suppression import failing; webhook intermittently failing
Low General questions, billing enquiries, feature requests, documentation Invoice query; DPA request; question about SMS pricing; feature suggestion

Writing a Good Support Ticket — Template

Including the right information in your first message eliminates the most common back-and-forth and typically cuts resolution time in half. Use this template:

Subject: [Platform] [Brief issue description]

Platform: MigoSMTP / Telnxo / Rackwave Portal
Issue type: Sending failure / Authentication error / Billing / Account access / Other

WHAT IS HAPPENING:
[Describe the problem clearly. Include exact error messages.]

WHAT I EXPECTED TO HAPPEN:
[What should have happened instead?]

WHEN DID IT START:
[Date and time the issue first occurred — include your timezone]

STEPS TO REPRODUCE:
1. [Step one]
2. [Step two]
3. [What happens]

AFFECTED DATA (if applicable):
- Domain: yourdomain.com
- SMTP account: [name]
- Message ID: msg_xxxxx (from delivery logs)
- API request ID: req_xxxxx (from X-Request-ID header)
- Invoice number: INV-XXXXX

WHAT I HAVE ALREADY TRIED:
[List any troubleshooting steps you have already taken]

After Submitting Your Ticket

  1. You receive an automatic confirmation email with your ticket number. Check spam if it does not arrive within 5 minutes.
  2. A support agent is assigned to your ticket based on priority and department.
  3. You receive an initial response within the SLA timeframe for your plan and priority level.
  4. Reply to the ticket thread to add information or respond to questions — do not open a new ticket for the same issue.
  5. If the issue is resolved, the agent closes the ticket and sends a resolution notification.
  6. You may be asked to confirm the issue is resolved before the ticket is closed.

How to Check Your Ticket Status

  • Log in to the Rackwave portal → Support → My Tickets.
  • All your open and closed tickets are listed with their current status.
  • Click any ticket to read the full thread and add a reply.

Ticket Status Meanings

Status Meaning
Open Ticket received and in queue; not yet assigned or responded to
In Progress Assigned to a support agent who is actively working on it
Awaiting Reply Support has responded and is waiting for your reply to proceed
Resolved Issue has been addressed; will auto-close after 48 hours unless you reopen
Closed Ticket is closed; reply to reopen if the issue recurs

Next Steps

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