Help Desk
helpdesk.joy.services — tickets, email replies, departments, priorities and a public status page, explained.
What the help desk is
The Joy help desk lives inside the console. You open a ticket, pick a department and a priority, and reply from the web or straight from your email client. Every message carries a [JOY-…] reference so replies thread correctly, attachments are stored with the ticket, and staff actions on your account are recorded in the audit log you can see under Account → Security. There is no separate portal to register for and no phone tree.
- Open the help desk (login required)
- Network status and status.json
- Documentation and console tips
Departments
| Department | Send here |
|---|---|
| Technical | servers, deployments, reinstalls, console, network reachability, rDNS, extra IPs |
| Billing | invoices, wallet, refunds, GST details, payment failures, currency |
| Sales | quotes for bare metal, transit, enterprise, gift cards, marketplace escrow |
| Abuse | reports about a Joy IP (include timestamps in UTC and logs) |
| Developers | API questions, feature requests, documentation corrections |
| Content | guest articles, video submissions, marketplace listing questions |
Priorities and targets
Choose Urgent only when a service is down or under attack — it pages the on-call engineer and targets a 15-minute first response, 24/7. High (1 hour) is for degraded service or failed deployments; Normal (4 hours) for everything else; Low (24 hours, business days) for ideas and feedback. Misusing Urgent slows down customers with real outages, so please choose honestly.
Writing a ticket that gets solved on the first reply
- Name the server: the hostname or IP, not "my server".
- Say what you expected and what happened, with the time in UTC.
- Paste errors as text rather than screenshots of text; attach screenshots for visual problems.
- For network issues include an MTR or traceroute from your side and, if possible, from the server.
- For deployments include the job id from the server page or the API response.
- Tell us what you already tried (reboot, console, reinstall) so we do not repeat it.
Email replies
Each ticket update is emailed to you. Reply to the email and your answer lands on the ticket — quoting is trimmed automatically. Keep the [JOY-…] reference in the subject; if it is removed the reply creates a new ticket. Attachments up to 10 MB are accepted by email; larger files should be shared via a link.
Ticket lifecycle
A ticket is open when you create it, answered when staff reply, customer reply when you answer, and closed when you mark it solved or after 7 days without a reply from you. Closed tickets can be reopened by replying within 30 days; after that, open a new one and reference the old number.
Notifications
Under Account → Notifications you can choose which events email you: ticket replies, invoices, renewals, deployments and security alerts (new device login, password change, API token creation). Urgent incidents affecting your region are announced on the status page and, if you subscribe, by email.
For customers without console access
If you cannot log in — lost 2FA device, locked account, forgotten email — write to support@joy.services from an address we can verify, or use the contact form below. We will ask for proof of account ownership (invoice number, last payment, registered phone) before making changes.
A person reads it. A person answers.
We reply by email, usually within a few hours.
Direct addresses
Existing customers: open a ticket from the console for the fastest response — replies also arrive by email and you can answer straight from your inbox.