General understanding of how tickets are raised and handled by our team

In this article, we will explain how to use our ticketing system, as well as explaining what an Service Level Agreement(SLA) is and how the reported issues will be treated, in relation with that said SLA.

All tickets will be opened via our customer portal, available here.

Steps are as follows:

1. The first step is to log in on this page using your Bunnyshell credentials, by clicking on the Sign In button, in the top right corner of the page. You can skip this steps, but we highly recommend doing this as it will ensure you visibility of all your tickets opened so far and their status.

This action will open a pop-up where you will have to add the username (email address) and password for your account.

       2.  Upon registering, you will need to click on Submit a request.

Note: After submitting the request, you will receive a confirmation email, containing your ticket number and other relevant information about it. Communication via email is also possible, by replying to the received email.

An important mention here is that when typing it the nature of your issue, article suggestions will appear. We highly recommend going through them first, as they might hold the answers to your questions, as seen below:

By clicking the link mentioned in the email, you will be redirected towards the customer portal, where you can communicate further with our support team, by adding to the conversation.

BTW: We also receive requests, so if you find yourself missing information that is Bunnyshell related and you think would be useful to you, please create a ticket with that suggestion. Our team will analyse it and, if found useful for the Bunnyshell community, we will make sure to create it.

Seeing all tickets opened by you

By clicking on the profile menu, and then selecting “My activities”, you will be able to see all your tickets.

In a typical listing, where you can filter, search and sort the issues.

How will I know if my ticket was answered?

As soon as a support team member replies, you will be automatically notified via email, so remember to check your Inbox/Spam folder to check on the progress of your request.

Alternatively, you can also log into the portal and check if any reply was sent out from there.