We get many tickets a day where in the account information itself is missing from the ticket.

Although our support center has a feature which shows the account information in the ticket itself but if the request has been submitted from an email address which is other than what we have on file, we do not see this information.

Following is an example of a ticket sent from a mail account not on file with us where in all the account information is missing:

Ticket Email : something@gmail.com
Ticket Subject : Cannot login FTP
Ticket Text : Hello can you check my client cannot FTP

You can see above that we would not need to ask for any further information if the ticket is received with the details.

Correct ticket:

My main domain is resellerdomain.com. The site I am having issues with is domain.com.
Problem: The customer cannot login FTP.
My Primarydomainname: reselelrdomainname.com
My main password: reseller account password

We appreciate any suggestions you might want to get added to these guidelines.

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