A good ticket gets answered faster because we do not have to chase you for follow-ups.
Required
- Affected service — domain, server name, panel URL, or service ID.
- What you did — the exact action that triggered the problem.
- What you expected vs. what happened — error messages, status codes, screenshots if relevant.
- When it started — timestamp with timezone (UTC preferred).
Strongly recommended
- Browser / client — "Chrome 134 on macOS 15" beats "Chrome."
- Request ID — if you see one in an error response, paste it.
- Steps to reproduce — if the bug is reproducible.
- Severity — production down, degraded, or just inconvenient.
Channels by use case
- Tickets (client portal) — anything with a paper trail: incidents, billing, security, change requests.
- Discord (discord.photonspark.com) — quick coordination and community. Do not use Discord for billing or sensitive issues.
- Email (support@photonspark.com) — fallback when the portal is unreachable. Replies become tickets.
What we do not need
You do not need to apologize for opening a ticket or for not being technical. We would rather have a clear non-technical description than a wrong technical one.