How to Create a Support Ticket in MyKualo

Our support team is available 24 hours a day, seven days a week, and the best way to reach us is by raising a ticket through the MyKualo client area at my.kualo.com.

Why we use tickets rather than email

We only accept technical support requests through the ticket system, not by direct email. There are good reasons for this.

• Context and history. A ticket automatically includes your account details, so we can see your hosting plan, domain names, and previous conversations straight away. You do not need to repeat yourself.
• Prioritisation. Tickets are queued and prioritised so urgent issues are picked up quickly and nothing gets lost in an inbox.
• A clear record. Every reply is attached to the same thread, so you and our team always have the full conversation in one place.
• Security. Requests sent to a general email address are easy to spoof. The ticket system ties every request to a verified, logged-in account.

Emails sent directly to our support address will not create a ticket and may not receive a response, so please always use the method below.

Logging in to MyKualo

1. Go to my.kualo.com in your browser.
2. Enter your email address and password, then click Login.
3. If you have two-factor authentication enabled, enter your verification code when prompted.

Opening a new support ticket

1. Once logged in, click Support in the main navigation menu.
2. Select Open New Ticket from the drop-down.
3. Choose the department that best matches your query - for example, Technical Support or Billing.
4. Fill in the Subject field with a brief description of the issue.
5. In the Message field, describe your issue in as much detail as you can. Include any error messages, the domain name affected, and the steps you have already tried.
6. Set the Priority level that reflects how urgently you need a response.
7. Attach any relevant screenshots or files if they will help us understand the problem.
8. Click Submit to send your ticket.

You will receive an email confirmation with your ticket number. You can reply to that email or return to the Support section in MyKualo to add further information at any time.

Sharing sensitive information safely

Never paste passwords or other sensitive credentials directly into a ticket message. Instead, use our Secure Vault, which encrypts the data before sharing it with our team.

Making sure the right people can raise tickets

Only contacts who have a MyKualo login can open and view support tickets. If colleagues, developers, or other people in your organisation may need to contact us on your behalf, you should add them as sub-accounts before they need help.

Our article on adding contacts and sub-accounts in MyKualo explains how to set up additional logins and control exactly what each person can see and do within your account.

Viewing and replying to existing tickets

1. Log in to my.kualo.com.
2. Click Support in the navigation menu, then select My Tickets.
3. Click the subject line of any ticket to open it.
4. Type your reply in the text box at the bottom of the thread and click Reply to send it.

You can also reply by responding to the email notification we send you each time we update your ticket.