1. Home
  2. Login
  3. Create a support ticket

Create a support ticket

In this guide, we will see how to create a support ticket.

What is the purpose of a support ticket?

It is essential to create a support ticket when requesting technical, administrative, commercial or billing assistance.

For several years, we have opted for a new policy of handling telephone calls. Our Front Office service answers all calls to offer a standard support that serves to guide the customer to create a support ticket or assist him to go to his customer area to do it himself.

First, go to your trademark control panel, MAGIC or NUXIT.

In the menu on the left, first click on Support.

The interface then displays four subheadings.

Open a support ticket

Click on the very first link.

DON'T WASTE TIME UNNECESSARILY.
30 SECONDS THAT WILL SAVE YOU HOURS.

  • The answer to your question may already be available on our support: https://assistance.groupemagiconline.com.

  • Always prefer requests by tickets, the response time is not longer, on the contrary.

  • The more information you fill in, the less likely your ticket will arrive in the wrong department.

  • In the case of a technical request, try as much as possible to explain how to reproduce the problem. A technician who has succeeded in reproducing your problem will necessarily have understood your request.

First, select the appropriate department.

There are several choices.

Open a ticket for order tracking

If the request is related to an order, click on Follow-up of my order.
The system will display all orders belonging to the customer account.

Then click on the icon to open a ticket.

If the order is not yet created or does not appear on the interface, the system will still allow the ticket to be opened.

For a malfunction, try as much as possible to explain how to reproduce the error. A technician who has succeeded in reproducing the problem encountered will necessarily have understood the request, which will allow it to be resolved more quickly.

Click on SEND to create the ticket.

Open an adminsitrative, billing or accounting ticket

If the request is for administrative, billing or accounting purposes, choose Administrative and accounting request. A second menu will appear below with subcategories.

Several categories are displayed:

  • Invoice request / Account status,
  • Request for information on a payment made OR request to take into account a new order,
  • Domain: Whois data change,
  • Termination / Request for Auth codes.

For a malfunction, try as much as possible to explain how to reproduce the error. A technician who has succeeded in reproducing the problem encountered will necessarily have understood the request, which will allow it to be resolved more quickly.

Open a commercial ticket

If the request is commercial, choose Commercial demandand then click on OPEN A TICKET.

Describe the request and finally click on SEND.

Open a technical ticket

If the request is technical, or if there is a problem with a given subscription, select the TECHNICAL SUPPORT REQUESTand then click on OPEN A TICKET.

For a malfunction, try as much as possible to explain how to reproduce the error. A technician who has succeeded in reproducing the problem encountered will necessarily have understood the request, which will allow it to be resolved more quickly.

My open tickets

Follow the section Support in the navigation menu of the customer area then My Open Tickets.

At the same time, this section allows you to add a new ticket, and display closed tickets.

To close an open ticket, simply click on ACTIONS then Clos-ticket. The system will display an alert for closing the ticket.

 

Re-open my ticket

Follow the section Support in the navigation menu of the customer area then My closed tickets.

Different details are displayed. It is also possible to add a new ticket if the request is not the same.

To re-open a ticket, simply click on the ticket in question, then the REOPEN THE TICKET.

 

Put a small explanation of why the ticket should be reopened.

Then click on Send.

A feedback will finally be sent to your email address indicating the re-opening of your ticket.

My old tickets

Since Magic Online has partnered with several other hosting and service providers, the old ticketing systems have not been migrated to the new platform for compatibility reasons.

Therefore, as a NETISSIME, NUXIT or PhpNet customer, the old tickets from before the buyout are in this section.

If you are a new subscriber, this section will always be empty and will not display a ticket.

Updated on 22 December 2021

Was this article helpful?

Related Articles

Leave a Comment