Tickets and Support
To reach the Novin Cloud team, use the Tickets section in the console.
Submitting a new ticket
Click "Add new ticket" and fill out the form:
| Field | Description |
|---|---|
| Department | The department related to your issue |
| Subject | A short title, at least 5 characters |
| Description | A description of the issue, at least 20 characters |
| Urgency | Low, medium, or high |
| Related service | Optional — select the related server or service |
| File upload | Optional — attach a file |
Your name and email are filled in automatically from your profile.
Choosing a department
| Department | Suitable for |
|---|---|
| Technical | Server, network, DNS, CDN, and other technical issues |
| Finance | Payments, invoices, wallet top-up |
| Sales | Pre-purchase questions, service consultation |
Urgency level
| Level | When to use |
|---|---|
| Low | General questions, requests for guidance |
| Medium | An issue that's slowing you down but the service is still available |
| High | The service is down or the issue is urgent |
Write an effective ticket
For a faster response, include the following in your ticket:
- The exact name of the service or server (use the Related service field)
- The full error text — not a description of it
- The exact time the issue occurred
- What you've already tried
Ticket status
| Status | Meaning |
|---|---|
| Unanswered | The ticket has been submitted and is awaiting review |
| In progress | An agent is currently reviewing it |
| Answered | A reply has been given and it's awaiting your feedback |
| Customer reply | You've replied and it's awaiting further review |
| Closed | The ticket has been resolved |
Replying to a ticket
Opening a ticket shows all messages in chronological order. You can reply from the box at the bottom of the page and attach a file if needed.
Closed tickets
Once a ticket is closed, you can no longer send new messages in it. If the issue recurs, open a new ticket and reference the previous ticket number.