If you run into a problem with your hosting, domain, or email that you can't fix yourself, the fastest way to reach ZIPROF is to open a support ticket through your client area. This guide walks you through creating a new ticket, finding it again later, and replying once you have an update.
Before You Open a Ticket
Have a few details ready so support can help you faster:
- The domain name or service the issue affects.
- Your invoice number, if the question is about billing (it starts with ZQ).
- Any error message you're seeing, ideally copied word for word or as a screenshot.
- What you were trying to do when the problem happened.
How to Open a New Support Ticket
- Log in to your ZIPROF client area using your account email and password.
- Click Support in the top menu, then select Open Ticket.
- Choose the Department that matches your issue, for example Billing, Technical Support, or Sales.
- If the ticket relates to a specific domain or hosting package, select it from the Related Service dropdown so support can see your account details right away.
- Enter a clear Subject that summarizes the problem, for example "Email not receiving messages on info@yourdomain.co.ke".
- Write your message in the Message box, including the details you gathered above.
- Attach a screenshot or file if it helps explain the issue, using the Attach a file option.
- Click Submit.
You'll get an email confirmation with your ticket number as soon as it's submitted.
How to Track and Reply to a Ticket
- Log in to your client area and click Support, then My Tickets.
- You'll see a list of your tickets with their current status: Open, Answered, or Closed.
- Click on a ticket to view the full conversation and any replies from support.
- To respond, type your reply in the box at the bottom of the ticket and click Submit Reply.
You'll also get an email every time support replies, so you don't need to keep checking the client area. Replying directly to that email usually updates the ticket too.
If your issue is urgent, for example your website or email is completely down, say so clearly in the subject line so it can be prioritized.
What Happens After You Close a Ticket
Once your issue is resolved, support will mark the ticket as Closed. If the same problem comes back, it's better to reopen the original ticket, where that option is available, or mention the old ticket number in a new one, rather than starting over with no context.
For a broader look at how the support process works, including response times, see How ZIPROF Support Works.