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Quick Hetzner Question
sidewinder
Member
in Help
I am trying to open a ticket as the server is unreachable..
Their robot.your-server.de is confusing to me -- if I go to "Servers" (on the left) and then choose the server on the right, then the "Support" tab, I can enter a ticket but after this where does it go? I submitted it but it wasn't clear the submission worked, and there is no copy or way to view the support request anywhere?
Is this right? If so - seems like they would get hit with trouble tickets over and over because no one would be sure they submitted the ticket right?
Thanks - just want to make sure I am not missing something as it seems I should be able to see a copy of the ticket somewhere with their responses.
Comments
Check your mail.
Hmmm ... well I guess you could open a ticket to let them know you want them to confirm your tickets.
EDIT2: That would be a silly thing to do of course.
EDIT2.1: So maybe do it anyway and let us know what they say ...
EDIT3: ... or you could wait a bit and see what happens, the wu wei way.
EDIT3.1: and now that you've poked the hive mind of LET, you can pass some time reading this thread ... Winning!
@Hetzner_OL ? @eol lol
Don't expect Hetzner_OL to answer before monday.
Also if you successfully opened a ticket with them you will receive a confirmation via e-mail.
@eol is the unofficial Hetzner rep.
So, @eol
Of course, bear in mind that his favorite answer is "I have no idea".
Thanks - but shouldn't there be a way to see the ticket I submitted and the communication from them, etc? I just want to make sure the ticket is submitted properly and not bother them with repeated tickets
check your mail, you should receive an automated mail after opening a ticket
maybe check your spam-folder?
Got it but I am curious if anyone has experience with their ticketing system as I cannot find the ticket submitted so I can't see when/if they respond or if I even submitted right?
I tried some system resets so it is not clear from the emails what they are responding to as once I submitted a ticket I haven't seen anything with a copy of the support request, etc...
Is it common for the support ticket to vanish into the ether and not see a history of the conversation?
They have no ticketing system thats visible to the user, you just communicate via e-mail.
If you got that message you got the ticket you submitted just beneath it, as a PGP signed message too. You'll get the whole history.
there simply is no history or conversation view in the control panel. it's more like contact-form and that's it.
your request is quoted in the auto responded email you got. the answer to your ticket will also come via mail to you directly and if you need or want to respond you just reply to that mail, easy as that.
simply keep your mails together, to have your ticket history ;-)
Bad for the SoDs who use disposable emails.
I have no idea but like @mfs already mentioned, check your mail.
That's all I wanted to know. Thanks, you rock.
Why should you check your mail when on LET you can get professional unofficial full tech support for every doubt crossing your mind 24/7$
Good question.
Checking emails requires efforts which is classified as torture by millennials in 2019.
Posting on LET, meanwhile, is considered having PMS which is a vital part of human survival.
Fixed that for you.
Not sure if it really needed fixing...
It's not clear when submitting a ticket WTF is going on and I never got an email other than the hardware reset requests and since I couldn't see a copy of the ticket I submitted anywhere, I just wanted to make sure this is normal.
I didn't want to submit another request to them, so I came here to the forum labeled "Help" for "Help".
As long as that's ok with you of course?
Sure.
it's okay for me maybe. This was an informative thread. You done good.
you're welcome btw. Glad to see you've tried to turn it off and on again (cit.)
it seems to me you've possibly mistaken the overall tone of the post you decided to quote. Here's some emoji
I think so too. Shoutout to @falzo and congrats to everyone else for being internet know-it-alls; incidentally they had no fucking clue as to the answer of my question.
Thanks, and it's pretty obvious that while a great company, their "Robot" basically has no ticket or support system other than a form to email them which seems very 2002ish.
Good to know.
They focus on improving their offers instead of implementing the stuff millenials ask for.
👏👏👏👏👏
Hi @sidewinder, Sorry for the delay. We only check LET on business days, and usually then only around once a day.
@pike @Falzo are right. If we successfully receive your request, you should receive an automated response. If you don't get one, we did not get your request.
If you don't get an automated response, you can try to write a support ticket again BUT explain the situation and include an additional email address where our team can send their response to. (You won't get an automated response here, but our team will respond asap.) Or, if you are able to add an additional email addresses to your account, you can try doing that before sending a new support ticket.
Or you can reach our to our Robot team via telephone. If you have set up your telephone password on your account, they can then verify your identity and help you out. +49 9831 505-142. --Katie, Marketing
Bear in mind, bear in body. \o/
He also stops in the middle of the