Support requests on GiDiNet are primarily handled through the Trouble Ticket system.
This is the default support method and is required to ensure proper authentication of incoming requests.
Trouble Ticket System
The Trouble Ticket system is the official tool to:
- request technical or administrative assistance
- monitor the progress of your requests
- keep an organized history of communications
At the same time, it allows our staff to manage reports in a structured and efficient way, reducing response times and improving overall support quality.
The page can be accessed from the menu:
Support -
Support / Trouble Ticket
To avoid delays in handling your requests, we strongly recommend using the Trouble Ticket system for all communications related to your account or active services.
Support via Email
Email support is limited and mainly intended for general informational requests.
As there is no authentication mechanism equivalent to the control panel, email requests must comply with specific security conditions.
For account protection reasons:
- we cannot provide information related to services or accounts if the request comes from an email address not registered in the GiDiNet database
- we cannot provide information if the sender’s address is associated with a different account
All replies containing service-related information will be sent exclusively to the email address registered on the account that owns the service.
Even if a different reply-to address is specified, the communication will still be sent to the official account email address in order to protect customer security.
Email Addresses Associated with the Account
The primary email address of your account is used for all important communications, including:
- support ticket notifications
- service information
- administrative notices
- automatic system messages
It is essential to use a working email address and keep it always up to date.
In addition to the primary address, you can register one or more secondary email addresses.
Messages sent from registered addresses are recognized and correctly associated with your account.
Requests coming from unregistered addresses cannot be automatically matched to your profile and may not be processed.
If you need to change the primary address or add secondary addresses, you can do so directly from the control panel.
The page can be accessed from the menu:
Configuration -
Change your account e-mail address
For operations that involve changes to the status of an account or its related services, our staff may require you to open a ticket from the control panel, in order to properly verify the identity of the requester before proceeding.
