If you need technical support, have a question about a CURIAWEB service, or want to clarify a billing issue, you can directly in the Create a support ticket in the CURIAWEB customer center.
Your request is systematically recorded via the ticket system and can be assigned to the responsible department. At the same time, all communication regarding your request is saved in the customer center, allowing you to view responses and previous messages later.
When should you create a support ticket? #
A support ticket is always appropriate when your request needs to be examined in more detail or cannot be resolved directly using a guide in the knowledge base.
Typical reasons for a support ticket include, for example:
- Issues with your web hosting or a website
- Questions about cPanel or technical hosting settings
- Problems sending or receiving emails
- Questions about domains or DNS settings
- Malfunctions or error messages
- Questions regarding invoices or payments
- Inquiries regarding an existing CURIAWEB product or service
Tip: The more precisely you describe your request, the more targeted the support can be in starting the investigation. A specific error message, the affected domain, and a screenshot are often more helpful than a long, general description.
How to create a support ticket #
You can open a new support request directly via your CURIAWEB customer center.
- Log in to CURIAWEB Customer Center a.
- Open the section „Support“ and subsequently „Tickets“ or rather the function to create a new ticket.
- Select the appropriate department for your request.
- Enter a meaningful subject line.
- Select the affected product or service, if available and relevant to your request.
- Please describe your request in as much detail as possible.
- Add screenshots or other relevant files if necessary.
- Check your details and submit the ticket.
After submission, your request will be recorded in the ticketing system. You can then track the further progress via the customer center.
Select the appropriate department #
If different departments are available to choose from when creating the ticket, you should select the one that best fits your request.
An issue with a website, hosting, cPanel, or email, for example, falls under technical support. On the other hand, for questions regarding invoices or payments, the respective administrative or accounting department is the better choice.
The right selection makes it easier to assign your request and can avoid unnecessary forwarding.
Use a meaningful subject line #
The subject line should already make clear what your ticket is about. General phrases like „Problem“, „Urgent“ or „Help“ provide little information.
Better examples include:
- „Email sending for meine-domain.ch is not working“
- „WordPress shows Error 500 on meine-domain.ch“
- „Question regarding invoice 12345“
- „Change DNS record for meine-domain.ch“
A clear subject line doesn't just help support categorize the issue. You will also find it much easier to locate the ticket later on.
What belongs in a good bug report? #
In the event of a technical problem, you should describe as precisely as possible what is not working. The statement „My website is not working“ leaves many possible causes open, for example.
Instead, concrete details such as the following are helpful:
- Which domain, website, or email address is affected?
- Which hosting package or service is affected?
- What exactly do you want to do?
- What happens instead?
- Is an error message or error code displayed?
- Since when does the problem exist?
- Does the error occur constantly or only occasionally?
- Were any changes made immediately before?
- What attempted solutions have you already tried?
If an error message is displayed, you should provide it as completely as possible or include a screenshot of it.
How to use screenshots and attachments correctly #
For many technical problems, a screenshot can make troubleshooting much easier. This allows support to see exactly what message or unusual display is appearing for you.
You can attach files or screenshots while creating the ticket using the corresponding function.
Important: Check a screenshot for sensitive information before uploading. Passwords, credit card details, private messages, or other information not needed for processing should not be visible.
Also make sure that the relevant error message on the screenshot is clearly legible. A full screenshot of the affected area is often more helpful than a very small crop where the context is not recognizable.
Do not send passwords in support tickets #
Do not simply send personal passwords or other unnecessary credentials in a support ticket. First describe the problem and wait to see which information is actually needed for further investigation.
If another person, such as a web designer or administrator, permanently needs access to certain areas of your customer account, you should not share your personal password for that either.
We explain how to set up a separate access in the instructions Set up user access for web designers or employees.
What happens after submitting the ticket? #
After submission, your request will be saved in the CURIAWEB customer center. As soon as there is a response to your ticket, you will be notified accordingly.
If support responds with a follow-up question, you should reply directly within the existing ticket. This preserves the entire previous history and keeps all information about the issue in one place.
Do not create multiple new tickets for the same ongoing request. Multiple parallel tickets for the same issue can unnecessarily clutter communication.
Find old support tickets later #
Even after a support case is closed, the previous ticket history can be useful. Perhaps the same issue will occur again later or you want to read through a previous technical recommendation once more.
We explain how to find existing and closed inquiries in the instructions. Finding old support tickets in the CURIAWEB customer center.
Create separate tickets for different issues #
If it concerns two independent matters, you should create separate tickets for them. For example, a billing question and a technical problem with a website do not belong in the same request.
This keeps every request clear and allows it to be assigned to the responsible department. If, on the other hand, a follow-up question relates to an already existing issue, you should continue working within the existing ticket.
