Attaching screenshots, documents and other files to your support ticket can help our team diagnose and resolve issues more quickly.
Attaching Files When Opening a New Ticket
- Log in to the Snowtech Services Client Area.
- Navigate to Support > Open Ticket.
- Complete the ticket details.
- Locate the Attachments section.
- Click Choose File or Browse.
- Select the file from your computer or device.
- Submit the ticket as normal.
[Screenshot: New ticket page showing file attachment option]
Attaching Files to an Existing Ticket
- Navigate to Support > Support Tickets.
- Open the ticket you wish to update.
- Type your reply in the response area.
- Use the Attachments option to select your file.
- Click Submit Reply.
[Screenshot: Ticket reply page showing attachment option]
Recommended Attachments
The following files are often helpful when troubleshooting issues:
- Screenshots of error messages.
- Website error pages.
- Email bounce messages.
- PDF documents.
- Configuration files requested by support.
- Log files where applicable.
Taking Effective Screenshots
When submitting screenshots:
- Include the entire error message.
- Include the address bar if the issue relates to a website.
- Ensure the image is clear and readable.
- Capture any relevant dates, times or reference numbers.
Privacy Notice: Before uploading screenshots or documents, please ensure any sensitive information such as passwords, credit card numbers or personal information has been removed or obscured.
File Upload Problems
If you experience difficulties uploading files:
- Ensure the file size is reasonable.
- Try using a common file format such as JPG, PNG or PDF.
- Try a different web browser.
- Contact support if the issue persists.
Need Assistance?
If you are unable to upload attachments to your support ticket, please provide as much information as possible in your ticket and our team will advise alternative methods for supplying the files.