How Support Tickets Work at NABHCLOUD

Guides

At NABHCLOUD, every support conversation runs through a ticket system, so all messages about your account stay in one thread. You can raise a ticket from your account panel or simply send an email, and each one is routed to the team responsible — Technical Support, Billing, Sales or General queries.

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Raising a ticket through the panel

Open the Tickets section in your panel and start a new one. Choose the department, add a brief subject line, pick a priority — Low, Normal or High — explain the issue, and attach supporting files like screenshots.

1. Choose the department

   Technical Support handles servers, network and application issues; Billing covers invoices, payments and refunds; Sales deals with new services and quotes; General is for anything else.

2. Explain the situation

   Explain what went wrong, the result you expected, and quote any error message you noticed, then tell us which server or invoice number is involved.

3. Choose a priority

   Mark it High if your service is down. Normal suits most queries.

4. Add supporting files

   Including a screenshot of the error message, or of the payment screen, often saves extra back-and-forth.

Raising a ticket by email

Email support@nabhcloud.com for technical and billing matters, or sales@nabhcloud.com for sales queries and anything else. Your email turns into a ticket automatically, and you receive an acknowledgement carrying the ticket number. Send it from the email address linked to your account so it gets matched correctly; Technical Support and Billing only respond to registered customers.

Tracking a ticket and replying

Every ticket carries a number and keeps a running thread. Our responses reach you by email and inside the panel. You can reply directly to the email or post an answer on the ticket page, attaching files if needed — both routes feed into the same thread. Replying to a ticket marked resolved, or one sitting with you for action, sends it back to our team. Once your issue is fixed, you can close the ticket yourself from its page.

The ticket list sorts items into tabs — open tickets, ones awaiting your response, closed tickets and the complete list — and you can look up a ticket by subject line or by number. An unread reply from us is flagged with a dot. Links inside messages open in a new browser tab, and any image attachment shows a preview.

How tickets get closed

If a ticket sits waiting for your reply for some time, it closes on its own, and you get an email notification whenever any ticket closes. That email comes with a quick, one-tap rating of the support you received. Once closed, a ticket stays closed. If the issue returns, reply to that same email, or leave a message on the ticket's page; our team then starts a new linked ticket referencing the original.

The rating page also lets you add an optional note on what could be improved. If your ticket gets reopened after that email goes out, you can submit your rating again once it closes a second time.

If you are not yet a customer

You do not need an account to ask Sales a question — email sales@nabhcloud.com or fill in our public support form in the panel. We will send you a private link by email so you can track your ticket's progress.

Before raising a ticket

If a server is not responding, check the server page for its live status, test the browser console, and review Activity for recent actions. For payment-related queries, check your Billing section for the receipt before raising a ticket.

Frequently asked questions