View Categories

Ticket Submission Guidelines

3 min read

Below are the guidelines to follow when submitting tickets:

Attachments #

When you have attachments for a ticket, we would like you to include them directly on the ticket itself. We have had too many issues where managers need to go back over a ticket and if you don’t include what needs to be done on the ticket, there is no way to track it or see what was asked.

If you have an email, please save the file as a .msg and attach it to the ticket. If there are a lot of images, then it is allowed to send this to the proper department with the ticket number.

Code #

If you have code, please save this as a text file and attach it to the ticket or save the email from the client and attach.

Relevant Info #

On submitting a ticket, please put all relevant information in the ticket. We’ll no longer be accepting tickets that say “Call me for information” or something similar. We are expecting everyone to be able to fill out tickets so the work can be done.

Client Contact Info #

If you’d like a client to be contacted for an issue, please provide whom to contact and how to contact them.

Support Time #

Make sure that if you are requesting work to be done that there is support time. If you would like prepaid/referral credit, miles or enterprise time converted into support time, please make sure that you send Chell an email stating such.

You do not need to let us know if we built or host a website as Web Support is only supposed to work on a client’s website if there is support time on the account. If there is no support time on the account, we will most likely reply to the ticket stating as such.

This does not include issues such as a website being down.

Credit #

If you’d like credit converted into a line item service, please email Chell so that a task is generated.

Important Reminders #

  1. Please do not open a new ticket to respond to an already open ticket. It is generally not needed to open a new ticket to an issue that you already have a ticket open. Please respond to that existing ticket for questions or providing an answer to questions that were asked. You can check the open tickets that you have by going here https://support.mainstreethost.com/
  2. Please do not reply to a closed ticket with a new issue. If you reply to an already closed ticket, the ticket will only send an email to the last person that responded to your ticket. No one else will see it as it does not send a “New Ticket” email to everyone. We ask that if there is a new issue that you’d like addressed, please open a new ticket. You can provide the old ticket number if you feel that the 2 tickets are connected, but you should never be responding to an old ticket with a new issue. This can cause a delay in service as that 1 person might be out for the day/week.

As a reminder, all support time is billed in 15 minute increments.

If there are issues submitting anything on the ticket system, please email Ryan Gierke at rgierke@mainstreethost.com.

Updated on September 12, 2025

What are your Feelings

  • Happy
  • Normal
  • Sad

WordPress database error: [You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ')) AND p.post_type = 'docs' AND tt.taxonomy = 'doc_category' AND tt.term_id I...' at line 1]
SELECT p.ID FROM msh_wp_posts AS p INNER JOIN msh_wp_term_relationships AS tr ON p.ID = tr.object_id INNER JOIN msh_wp_term_taxonomy AS tt ON tr.term_taxonomy_id = tt.term_taxonomy_id WHERE p.ID = '0' AND p.ID < 407)) AND p.post_type = 'docs' AND tt.taxonomy = 'doc_category' AND tt.term_id IN (17) AND p.ID NOT IN ( SELECT tr.object_id FROM msh_wp_term_relationships tr LEFT JOIN msh_wp_term_taxonomy tt ON (tr.term_taxonomy_id = tt.term_taxonomy_id) WHERE tt.term_id IN (0) ) AND p.post_status = 'publish' ORDER BY p.post_date DESC, p.ID DESC LIMIT 1

WordPress database error: [You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ')) AND p.post_type = 'docs' AND tt.taxonomy = 'doc_category' AND tt.term_id I...' at line 1]
SELECT p.ID FROM msh_wp_posts AS p INNER JOIN msh_wp_term_relationships AS tr ON p.ID = tr.object_id INNER JOIN msh_wp_term_taxonomy AS tt ON tr.term_taxonomy_id = tt.term_taxonomy_id WHERE p.ID = '83' AND p.ID > 407)) AND p.post_type = 'docs' AND tt.taxonomy = 'doc_category' AND tt.term_id IN (17) AND p.ID NOT IN ( SELECT tr.object_id FROM msh_wp_term_relationships tr LEFT JOIN msh_wp_term_taxonomy tt ON (tr.term_taxonomy_id = tt.term_taxonomy_id) WHERE tt.term_id IN (0) ) AND p.post_status = 'publish' ORDER BY p.post_date ASC, p.ID ASC LIMIT 1