You can open a support ticket at any time. In the evenings, overnight and at weekends your ticket is answered by Zinn, our AI support assistant, usually within minutes, so you are not left waiting until the morning. Our team reviews every reply.
💡 How to recognise it
Replies from the assistant end with the line “Handled for Neil by Zinn, our AI support assistant – our team reviews every reply.”
What the assistant does
- Sends a short reply straight away so you know your ticket has been received.
- Reads your whole ticket and checks your account and the site you wrote about – whether it loads, its error log, its DNS, backups and settings.
- Fixes what it safely can on our side, and tells you plainly when it has.
- When something needs a change on your side (your site’s code or plugins, your domain’s nameservers, a renewal), gives you clear step-by-step instructions.
- Replies in the language you wrote in.
What always goes to our team
Some things are always decided by a person. For these the assistant tells you what it can see – for example the state of an order – and passes your ticket straight to our team, who reply to you in the same ticket:
- refunds, charges, credits, discounts and price questions about your own account;
- changes to the account owner or e-mail address, and password or two-factor resets;
- deleting data on request, and legal or abuse reports;
- domain sales, marketplace orders and SEO / advice orders.
If you would rather talk to a person
Just say so in your reply. Our team sees every ticket and every reply the assistant sends, and picks up anything that needs a person. The assistant will still give you the full answer for your account straight away, so you are never left waiting for it.
Your data
The assistant only looks at your own account and sites, and only to answer your ticket. It never shares anything about other customers, and everything it does is recorded for our team to review.