If something isn't working, or you simply have a question, the quickest way to reach a person is a support ticket from your Web60 dashboard. Every ticket is read by our team, and we reply within one business day.
Where to find Support
- Log in to your Web60 dashboard.
- Click Support in the left-hand menu.
You'll see your open tickets, any resolved ones, and a New ticket button. If you're working on a particular website, its own Support page also has our chat assistant and a Talk to a person button.
How to open a ticket
Click New ticket and fill in:
- Subject: a few words about the problem. "Contact form not sending emails" helps us more than "Something is broken".
- Category: Website, Email, Domains, Billing or Other. Not sure? See choosing the right category.
- How urgent is it?: Low for a question or small change, Normal when something isn't right, High when your website or email is down.
- Which website is it about?: pick the site, or "Not about a specific website".
- Message: what you were trying to do, what you expected and what happened instead.
- Attach files (optional): screenshots, PDFs, documents or spreadsheets, up to 2 files of 2 MB each.
Click Send to Web60 support. You'll be taken straight to your ticket, and we'll email you a copy.
If you were chatting with our assistant
If our chat assistant couldn't sort it out, click Talk to a person at the top of the chat. Your conversation is attached to the new ticket, so you don't have to explain everything again.
Following up on a ticket
Click any ticket on the Support page to see the full conversation, including our replies and any files. From there you can:
- Reply, with files if you need to
- Mark as resolved once everything is sorted
- Reopen a resolved ticket, or simply reply to it, if the problem comes back
You can also reply to any email we send you. Your reply is added to the same ticket.
Ticket statuses
- Open: we've received your ticket and will be in touch.
- Waiting on Web60: you've replied and it's with us.
- Waiting on you: we've replied and need something from you.
- In progress or On hold: we're working on it, or waiting on something outside our control.
- Resolved: the ticket is closed. Reply to it if you need more help.
Response times
Our team works Monday to Friday, 9am to 5:30pm Irish time. We reply to every ticket within one business day. Tickets sent over the weekend or on a bank holiday are answered on the next working day.
Before you raise a ticket
Our knowledge base already answers many common questions, and the search page can help you find a specific topic.
Frequently asked questions
How long does it take to get a response?
We reply to every ticket within one business day. Our team works Monday to Friday, 9am to 5:30pm Irish time, so tickets sent at the weekend or on a bank holiday are answered on the next working day.
Can I see my previous support tickets?
Yes. Click Support in your Web60 dashboard. Your open tickets are listed first and resolved ones underneath. Click any ticket to read the whole conversation.
Can I reply by email instead?
Yes. Every update we send you comes by email, and you can simply reply to it. Your reply is added to the same ticket and shows up in your dashboard too. Emails you send to hello@web60.ie from your account email address also appear in your dashboard.
What should I include in my support message?
A clear subject, the website it is about, what you expected to happen and what actually happened. If the problem is visual, attach a screenshot.
Last updated: 16 March 2026