How to open a support ticket (and which department to choose)

To ask for help, sign in to the client portal, open Support, pick a department, and fill in the Open Ticket form. Choose Website Support for anything about your website, Website Care or hosting. Choose Billing & Account for invoices, payments and your account details.

A ticket keeps the whole conversation in one place, so anyone on our team can pick it up with the full history.

Which department to choose

If you're not sure, pick the one that's closest. We can move a ticket to the right place, so you don't need to open a second one.

Open a ticket

1. Sign in at https://my.oogle.net/client/login/.
2. Select Support in the menu on the left, or the Support button at the top of the page. You can also use Open a ticket on your Dashboard.
3. On Support Departments, select Website Support or Billing & Account.
4. In Summary, write one short line that says what's wrong or what you need, such as "Contact form not sending emails" or "Question about invoice #1234".
5. Set the Priority (see below).
6. For Website Support, choose the website or plan in Related Service, if it's listed.
7. In Details, describe the problem. Include the web address, what you did, what you expected and what happened instead. What to include in a ticket has a short checklist.
8. To add a screenshot, select Add Attachment and choose the file.
9. To keep a colleague in the loop, use Add Recipients.
10. Select Open Ticket.

Choosing a priority

There are five priority levels, from Emergency down to Low.

• Use Emergency only when your website is down, shows an error to every visitor, or looks hacked.
• Use Low for questions and changes that can wait, such as "Can you update our opening hours next week?"
• Use the levels in between for everything else, depending on how much the problem is affecting your business.

Outages and hosting problems come before other work. Choosing Emergency for a small change doesn't make it faster; it slows down the people whose sites are offline.

You'll know it worked when

You see your new ticket with a ticket number. It's listed under Support → Tickets on the Open tab, with its Priority, Department and Status. Replies from us come from Support at an address ending in @my.oogle.net.

If something goes wrong

• You can't find the Support menu. You're probably signed out. Signed-in pages send you to Log In first.
• Your website isn't in Related Service. Leave it blank and name the website's address in Details.
• The attachment won't upload. Keep each file reasonably small: a screenshot, not a video. See Send screenshots and files with a ticket.
• You can't sign in at all. Use Reset My Password on the sign-in page, or call us on 833-336-6453.

Next steps

• Reply to a ticket and check its status
• Report a website that's down or broken
• Ask for changes: Quick Fixes, Plus development hours and quoted work