Getting help quickly starts with a well-written support ticket. This guide shows you how to open a ticket in the INNOVATECH GROUP client portal and what information to include so your issue can be resolved as efficiently as possible.
Prerequisites
- An active INNOVATECH GROUP client account
- You are logged in to the client portal
Opening a New Ticket
- Navigate to Support in the main menu. This opens the ticket creation page.
- Select a department — you will see a set of department cards, each with a name, description, and icon. Choose the department that best matches your issue (e.g. Technical Support, Billing, Sales). Your selection is highlighted with a blue border and checkmark.
- Once a department is selected, the submission form appears below:
- Subject — enter a brief summary of your issue (5–255 characters). A clear, specific subject helps the team understand your request at a glance. For example: "Website returning 500 error on checkout page" is better than "Help needed".
- Priority — select the urgency level from the dropdown:
- Low — general questions, feature requests, or non-urgent enquiries
- Medium — standard issues that need attention but are not time-critical (this is the default)
- High — service disruptions affecting part of your website or business operations
- Urgent — complete outages or critical security incidents
- Message — describe your issue in detail (minimum 10 characters).
- Click Submit to create the ticket.
You will be redirected to your new ticket's thread page, where you can see your submission and track any replies.
What Information to Include
The more relevant detail you provide upfront, the faster the team can help. Include as many of the following as applicable:
Identifiers
- Domain name affected (e.g.
example.co.za) - Invoice number (for billing issues)
- Hosting service name or account username
Error Details
- Exact error message — copy and paste the full text rather than paraphrasing
- Error codes — such as HTTP status codes (e.g. 500, 403, 404)
- When the issue started — include the date and approximate time
Reproduction Steps
- What you were doing when the problem occurred
- The URL or page where the issue appears
- Whether the issue happens every time or only intermittently
Environment
- Browser and version (e.g. Chrome 124, Firefox 126)
- Device (desktop, mobile, tablet)
- Whether you have tried a different browser or cleared your cache
Screenshots
- If the issue is visual (an error page, unexpected layout, etc.), a screenshot helps the team see exactly what you see. Capture the full browser window including the address bar when possible.
Tracking Your Tickets
- Navigate to Support → Tickets to see all your tickets.
- You can search by subject or filter by status: Open, Answered, Client Reply, Closed.
- Click any ticket to view the full conversation thread.
Replying to a Ticket
- Open the ticket thread.
- Type your response in the reply field at the bottom.
- Click Send Reply. Your ticket status will update to Client Reply, signalling the team that you have responded.
Closing a Ticket
If your issue has been resolved, you can close the ticket directly from the thread page by clicking the Close Ticket button. This helps keep your ticket list tidy and signals to the team that no further action is needed.
Tips for Faster Resolution
- One issue per ticket — if you have multiple unrelated issues, open separate tickets so each can be routed to the right team.
- Be specific — "my website is down" is less helpful than "example.co.za returns a 503 Service Unavailable error since 09:00 this morning".
- Respond promptly — if the support team asks a follow-up question, a quick reply keeps the resolution moving.
- Avoid duplicate tickets — opening multiple tickets for the same issue can slow things down rather than speed them up.