How to Open a Support Ticket

If you need assistance from the ODITech team, opening a support ticket is the fastest and most efficient way to get help. Ticket and email support is available 24/7 and you can typically expect a same-day response. This article will walk you through how to open a ticket, what information to include, and how to check on an existing ticket.

Ways to Open a Support Ticket

There are several ways to open a support ticket from within the ODITech Client Area at https://my.oditech.com:

• From the Dashboard — After logging in you will see a Recent Support Tickets section on your dashboard. Click the Open New Ticket button to get started.
• From the Support Menu — Click Support in the top navigation menu and select Tickets. This will take you to your tickets page where you can view all of your existing tickets. On the left side of the page under the Supportactions menu click Open Ticket at the bottom of the list.
• By Email — You can also open a ticket by sending an email to support@oditech.com from the email address associated with your ODITech account. This will automatically create a support ticket and link it to your account. You will receive a confirmation email with your ticket number.

Filling Out Your Support Ticket

Once you click Open Ticket you will be presented with a form to fill out. Here is a guide to completing it:

1. Select a Department Choose the department that best matches your needs:

• Support — Technical issues, hosting questions, server problems, or anything related to your services
• Billing — Invoice questions, payment issues, upgrades, downgrades, or cancellations
• Sales — Questions about new services, pricing, or anything pre-purchase

2. Set a Priority Select the priority level that best reflects the urgency of your issue:

• Low — General questions or non-urgent requests
• Medium — Issues affecting your work but with a workaround available
• High — Critical issues with no workaround, such as a server being completely down

3. Select a Related Service If your ticket is related to a specific service on your account, use the Related Servicedropdown to select it. This helps our team identify your service details quickly and respond faster.

4. Describe Your Issue In the message body please include:

• A clear description of the issue you are experiencing
• Any steps you have already taken to try to resolve the issue
• Any error messages you have received, copied as text or attached as a screenshot

The more detail you provide the faster our team can diagnose and resolve your issue.

After Submitting Your Ticket

Once you submit your ticket you will receive a confirmation email with your ticket number. You can use this number to reference your ticket when contacting us by phone. You can view the status of your ticket and reply to our responses at any time by logging into the client area and navigating to Support → Tickets.

Need Immediate Assistance?

If your issue is urgent and you need immediate assistance you can reach us by phone at 360-735-9299. Our auto attendant will route your call to the appropriate department. Phone support is available Monday through Friday, 8am–6pm Pacific Time.