Where to check what's happening with a request, and how to add details without starting over.
Every request you send us becomes a ticket with its own number. You can check on it, add information or tell us it's fixed, without starting a new one.
Check on a ticket
- Reply to the email we sent when you raised it. Your reply goes straight onto the same ticket.
- Use the support portal. It lists your open and closed tickets and their status. If you don't have the link, email support@deepnet.com and we'll send it.
- Call 707-755-8000 and quote the ticket number if it's urgent.
Help us keep it moving
- Add new details to the same ticket, such as a screenshot or a new error, rather than sending a fresh email.
- Let us know when you're available if we need to connect to your computer or call you.
- Tell us if it fixes itself. A quick “it's working now” lets us close it and focus on others.
Waiting longer than expected? Reply to the ticket email or call us. We'd rather you ask than wait.
