Your central hub for resolving escalated technical issues, accessing verified knowledge articles, and collaborating with the support team — faster and smarter.
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Navigate to any section using the cards below or the top navigation bar.
📚
Knowledge Base
Browse curated articles covering common escalations, how-to guides, and troubleshooting steps.
Portal Notice: This portal is intended for 2nd Line Support agents only. All submissions are logged and sent to andrei1183@godaddy.com. For 1st Line queries, please use the standard ticketing system.
📚 Knowledge Base
Verified articles written by the support team to help you resolve issues quickly.
Account Management
Password Reset Escalation Guide
Step-by-step process for handling escalated password reset requests that cannot be resolved by 1st line.
Quick answers, keyboard shortcuts, and escalation paths for 2nd line agents.
⚠️ Escalation Path Matrix
Issue Type
Escalate To
When to Escalate
Channel
Account / Billing
3rd Line — Billing Team
After 2 failed fix attempts or customer churn risk
Internal ticket + Slack #billing-esc
Network / Infrastructure
Network Ops (NOC)
Widespread outage or > 10 users affected
NOC hotline + Priority ticket
Security / Breach
Security Response Team
Immediately upon suspicion
security@company.com + phone
Software / Bug
Engineering Desk
Confirmed bug reproducible on > 1 account
Jira bug ticket + #engineering
Email / DNS
DNS / Mail Admin
MX propagation > 48h or mass delivery failure
Internal ticket — High priority
⌨️ Useful Shortcuts
Speed up your daily workflow with these keyboard and system shortcuts.
Ctrl+K— Quick search KB
Ctrl+T— New ticket
Ctrl+Shift+E— Escalate ticket
Alt+H— Portal Home
Ctrl+R— Reload ticket view
Ctrl+M— Merge tickets
Ctrl+P— Print / export
F5— Refresh queue
General
2nd Line Support handles escalated tickets that cannot be resolved by 1st Line agents. This includes complex technical issues, account-level investigations, infrastructure-related faults, and anything requiring elevated access or specialist knowledge.
Log in via the internal IT portal using your company SSO credentials. If you are unable to access it, submit a request via this portal using the Report page, selecting "Account Management" as the category.
Critical: 1 hour initial response, 4 hour resolution target. High: 2 hour response, 8 hour resolution. Medium: 4 hour response, next business day resolution. Low: Next business day response, 3-day resolution.
Troubleshooting
1. Verify MX records using MXToolbox or nslookup. 2. Check mailbox quota is not full. 3. Confirm SPF/DKIM records are correct. 4. Check spam/junk filters. 5. If using cPanel, verify the mail routing setting (Local vs. Remote).
Navigate to cPanel → SSL/TLS → Manage SSL Sites. Click "Run AutoSSL" under the domain. If it fails, check that the domain resolves correctly and there are no CAA DNS records blocking the CA. Refer to the full KB article for step-by-step instructions.
Immediately escalate using the Escalation Path Matrix above. Update the ticket status, add an internal note with the escalation reason, and notify the team lead via Slack or direct message. Do not wait for the customer to chase — proactively communicate a revised resolution time.
Portal & Tools
Click Report / Request in the top navigation bar. Fill in all required fields and click Submit Request. The form is delivered directly to andrei1183@godaddy.com. You will see a confirmation message on screen upon successful submission.
Use the Report / Request form and select Other as the category. In the description, outline the topic, the problem it solves, and any draft content you have. The knowledge team will review and publish within 5 business days.