Opening a Support Ticket
Kora handles most common tasks instantly, but some situations need a human. This guide explains how to reach the support team and how to write a ticket that gets resolved quickly.
When to Open a Ticket vs Use Kora
Use Kora first for:
- Diagnosing and fixing site errors.
- Creating or restoring backups.
- DNS and SSL questions.
- Plugin and PHP version changes.
- Any task that involves your site or account settings.
Kora can resolve the majority of technical issues within minutes, without any waiting. Open the Kora chat from the bottom-right corner of KPanel and describe your problem. If Kora cannot resolve it, it can create a support ticket on your behalf with the diagnostic context already filled in.
Open a support ticket for:
- Billing disputes or unexpected charges.
- Account access issues you cannot resolve through the login flow (for example, lost 2FA with no recovery codes).
- Situations requiring human judgment or policy decisions.
- Complex migrations or technical setups you want guidance on.
- Anything Kora has diagnosed but cannot fix.
- Security incidents or suspected account compromise.
How to Open a Ticket in KPanel
- Log in to KPanel at kpanel.kapsulehost.com.
- Click Support in the left sidebar.
- Click Open a Ticket.
- Choose how much this is affecting you (see below).
- Enter a subject line (short, descriptive, for example: "SSL certificate not renewing on example.com").
- Fill in the ticket body with as much detail as possible (see What to Include below).
- Click Send Ticket.
You will receive a confirmation email when your ticket is submitted. All replies will arrive at the email address on your KPanel account.
What to Include in Your Ticket
A well-written ticket gets a faster resolution because the support team does not need to ask follow-up questions. Include:
- The domain or site name the issue relates to.
- A clear description of the problem. What are you trying to do? What is happening instead?
- The exact error message, copied as text or shown in a screenshot. Do not paraphrase errors.
- What you have already tried. This prevents the team from suggesting steps you have already taken.
- When the issue started. The more precise, the better ("around 2pm today" is more useful than "recently").
- Whether the issue is intermittent or constant.
- Your IP address if the issue involves access or firewall problems (visit whatismyip.com).
How Much Is This Affecting You?
The ticket form asks one question about impact, in your words rather than ours, and that answer sets how quickly we reply. There are four options:
| What you choose | When to use it | Target first response |
|---|---|---|
| Just a question | You want to know how something works, or to check something before you do it. Nothing is broken. | Within 4 business hours |
| Partly working | Something is degraded, slow or intermittent, but you can still get your work done. | Within 4 business hours |
| I can't work | You are blocked. The thing you need to do cannot be done until this is fixed. | Within 2 hours, day or night |
| Site or email is down | A live site or mailbox is unreachable for your visitors or your team right now. | Within 30 minutes, day or night |
The bottom two are watched around the clock, including weekends and public holidays. The top two are measured on business hours only, so a question asked at 7pm on Friday starts its clock at 9am on Monday.
On a Cloud Power plan the two around-the-clock targets are faster: 15 minutes for a site or mailbox that is down, and 1 hour when you cannot work.
Choose the option that matches what is actually happening to you. "Site or email is down" reaches the on-call team at any hour, so choosing it for something that could wait until Monday takes time away from a customer whose site really is offline.
Security incidents are the one case where the wording may not fit what you are seeing. If you suspect a breach, unauthorised access or active data loss, choose Site or email is down and say "security" in the subject line, whatever the site itself appears to be doing.
What to Expect After Submitting
- You will receive an automated confirmation email with your ticket number.
- Kora usually answers straight away. When your ticket needs a person, a member of the support team replies within the target above for the option you chose, and that target is measured against the reply from a person, not from Kora. Your confirmation email states that target, so you do not have to come back to this page for it.
- Replies come via email and are also visible in KPanel > Support > Ticket History.
- Respond to a ticket by replying to the email or by clicking the ticket in KPanel and adding a reply.
- When your issue is resolved, you can close the ticket from KPanel or by replying to the email with "resolved". The team may also close it after resolution if there is no response for several days.
Ticket History
All past and current tickets are in KPanel > Support > Ticket History. You can:
- View the full conversation for any ticket.
- Reopen a closed ticket if the issue recurs.
- Reference previous tickets when opening a new one.
Email Support
You can also contact support directly at support@kapsulehost.com. An emailed ticket is treated as Partly working unless you say otherwise in the subject line, because the email has no impact question to answer.
Business Hours and Time Zones
The KapsuleHost support team operates on New Zealand Standard Time (NZST, UTC+12) in winter and New Zealand Daylight Time (NZDT, UTC+13) in summer.
Business hours are Monday to Friday, 9am to 6pm NZST/NZDT.
Tickets marked I can't work or Site or email is down are monitored outside business hours. Tickets marked Just a question or Partly working and received outside business hours are actioned on the next business day.
If you are unsure of the current time in New Zealand, search "current time New Zealand" in any search engine or use a time zone converter.