Submitting Support Tickets
Overview
The support ticket system allows you to raise issues, ask questions, and get help directly from the ACS Monitor support team. Tickets are tracked in your dashboard and you will receive email notifications when your ticket is updated.
How to Submit a Ticket
- Log in to your account at acsmon.com
- Navigate to Support Tickets from your dashboard
- Click "New Ticket"
- Fill in the subject and description of your issue
- Submit the ticket
Writing Effective Tickets
A well-written ticket helps us resolve your issue faster. Include:
- Clear subject line — summarise the issue in a few words (e.g., "Server shows offline but is running")
- Detailed description — explain what you expected to happen versus what actually happened
- Server details — mention which server is affected (by name or license key)
- Steps to reproduce — if the issue is reproducible, list the steps
- Error messages — include any error messages or log output
Ticket Status
Tickets go through the following statuses:
- Open — your ticket has been submitted and is awaiting review
- In Progress — our team is actively working on your issue
- Awaiting Reply — we have responded and are waiting for your input
- Resolved — the issue has been resolved
Replying to Tickets
You can reply to tickets from the ticket detail page in your dashboard. You will also receive email notifications when our team responds, and can reply to those emails directly.