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How to Open a Support Ticket That Gets Solved Fast

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To get a fast fix, open the ticket in the right department and include everything the team needs in the first message: the service IP, the time with your time zone, what you did, the exact error, and mtr/ping output for network problems. JUSTG support works 24/7 by ticket, in English, Chinese and Russian.

Step 1: Choose the right department

Department	Use it for
Technical support	SSH/RDP down, latency or packet loss, OS reinstall, adding an IP
Sales/Inquiries	Plan advice, custom builds, IP leasing, IP transit and BGP
Customer care/Billing	Invoices, payments, renewals, account changes
Abuse	Abuse reports: include the IP, the time with time zone, and log evidence

The right department sends your ticket straight to the people who can act on it.

Step 2: Write a clear subject

Describe the problem in one line, with the IP. For example: "203.0.113.10: SSH timeout since 14:20 UTC+8" is much better than "Help!!!".

Step 3: Include the key details

Service IP: the IP of the affected server, for example 203.0.113.10.
Time with time zone: when the problem started, for example 14:20 UTC+8. Without a time zone, "14:20" can mean many different moments.
What you did: any change right before the problem, such as a firewall rule, a kernel update, a new SSH port or an OS reinstall.
Exact error text: copy and paste the message, for example Connection timed out or Permission denied (publickey). Screenshots also help.
Is it still happening? Say whether the problem is constant or comes and goes.

Step 4: For network problems, add mtr and ping output

For latency, packet loss or a server you cannot reach, run these commands from your own computer (or the affected location) to the server IP, and paste the full text output in the ticket:

mtr -rwc 100 203.0.113.10
ping -c 50 203.0.113.10

mtr shows where along the route the loss or delay starts, and ping shows the overall latency and loss. If you can still log in to the server, also run the same commands from the server back to your own IP. On Windows, ping -n 50 203.0.113.10 or WinMTR gives similar output.

Paste the results as text rather than a photo of the screen, and run them while the problem is happening. A test taken after the problem has stopped usually shows nothing.

Step 5: Avoid what slows a ticket down

Do not open duplicate tickets for the same problem. Reply in the existing ticket instead, so the full history stays in one place.
Do not rebuild or reinstall the server again and again while it is being investigated. It wipes the evidence and can undo the team's work.
Do not send only "it doesn't work". Without the IP, time and error text, the team has to ask first, and that costs a round trip.
Keep one problem per ticket. A billing question and a network issue go to different departments.

Example of a good ticket

Subject: 203.0.113.10 - packet loss since 14:20 UTC+8
Department: Technical support

IP: 203.0.113.10
Started: 2026-10-07 14:20 UTC+8, still happening
What I did: nothing changed on the server
Symptom: SSH is slow, about 30% packet loss
mtr/ping output: (pasted below)

FAQ

Can I open a ticket from Telegram?

Yes. The JUSTG Telegram bot (the Telegram icon in the site header) lets you open tickets, check services and pay invoices.

Which language should I write in?

Support works in English, Chinese and Russian, so writing in one of these avoids delays.

Can I try a server before I buy?

Yes. Open a ticket and ask for a test server. Services are non-refundable once activated, so testing first is a good idea.

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