Support Tickets
Open a support ticket any time you have a question, encounter a problem, or need help with your account. The Pingovo support team responds within 24 hours on business days.
Creating a ticket
- 1Click Raise a Ticket in the sidebar (or go to /tickets).
- 2Enter a clear subject line describing your issue.
- 3Select a priority: Low, Medium, High, or Critical.
- 4Describe the problem in detail. Include any error messages, job IDs, or campaign names.
- 5Attach screenshots or files if relevant (max 5 MB per attachment).
- 6Click Submit. You'll receive an email confirmation with your ticket number.
Priority levels
| Priority | Use when | Target response |
|---|---|---|
| Low | General questions, feature requests | 48 hours |
| Medium | Non-blocking issues, billing questions | 24 hours |
| High | Active campaign disrupted, credits not applied | 8 hours |
| Critical | Account suspended, data loss, security issue | 2 hours |
Tracking your tickets
All open and resolved tickets appear on the Tickets page. Each ticket shows its current status:
- Open — submitted and awaiting first response
- In Progress — a support agent has picked it up
- Awaiting Reply — the team has responded and is waiting for your input
- Resolved — the issue has been addressed and the ticket is closed
Reply to a resolved ticket to reopen it if the issue recurs. You don't need to create a new ticket for the same problem.
Quoting a specific message
In a busy back-and-forth, hover over any message in the ticket thread and click the reply arrow that appears beside it to quote that message — your next reply shows a preview of exactly which message you're responding to, so nothing gets lost when a conversation has moved on to several topics. Scroll to the top of a long conversation to automatically load earlier messages.