Support tickets

## Ticket workflow Customers create tickets from their ONHOST dashboard and can follow the conversation without leaving their account. Staff work from **Admin → Tickets**, where they can assign a status, respond with the relevant account context and keep a reliable service history. ## Operating guidance Use plain, factual updates. Separate payment, product delivery, account access and technical enquiries so the next member of staff can understand ownership quickly. Do not close a ticket until the customer has received the promised action or a clear explanation of the next step. ## Security Verify account ownership before making licence-domain, billing or access changes. Never request passwords, full payment-card numbers or private provider credentials in a ticket. Use the audit log for sensitive administration actions rather than relying on ticket notes alone.