How to Create a Support Ticket in WHM

Posted by Allura on 29 03 2018.

A Brief Overview of the Create Support Ticket Interface

This article aims to discuss the Create Support Ticket interface of cPanel and WHM version 68. This particular interface permits the user to open a ticket with the support team of cPanel. Create Support Ticket feature integrates the ticket creation process and helps in reducing the time that is actually needed for the opening of a support ticket. It automates SSH authorization in the process. Apart from this, it tries to match the user requirements and automatically redirects to the cPanel Customer Portal, if and when required.

Getting Started with the Support Ticket Wizard

Please follow the steps mentioned below to access the Support Ticket Wizard.

• You need to log in as the root user to WHM
• Click on Support in the WHM Home Interface
• Then click on Create Support Ticket

Select the Problem type that Best Describes your Needs

Based on the particular technical problem that you are facing, click on the issue type from the given menu.

• Make sure that you select the correct security check option

1. If you are sure enough that your server is not hacked or compromised, click on My Server is not Compromised option. Then click Continue through WHM.
2. If you are not sure, or there are chances of your server being hacked or compromised, click on My Server is possibly Compromised option. Then click Continue to the cPanel Customer Portal.

• Authentication with cPanel Customer Portal

A new dialog box will come up, which will ask you to allow access to your account to cPanel Customer Portal. Instead of a dialog box, a new tab might appear in some of the browsers. For the building up of a secure connection, you should log in to the cPanel Customer Portal. If you are already logged in, just click on Allow Access to continuing the process.

• Agree to Technical Support Agreement

You should agree with the Technical Support Agreement in order to open a Support Ticket with cPanel. Click on Agree to Terms to proceed further.

• Granting of cPanel Support Access

The process of troubleshooting of the technical problems will begin, once you make your server accessible by cPanel Support. Click on Next to go ahead.

• Completion of the Process

In order to submit your ticket to cPanel Support, you need to:

1. Confirm the information provided in the text boxes named Server IP Address (or hostname) and Support Access ID. Click Next to continue.
2. Then confirm the information provided in the text boxes named Full Name, Company Name and Phone Number. Again click on Next.
3. Enter your request information in the following tab. Click Next to proceed.
4. Confirm the server information in the final tab. Then click on Next.

Note – You can speed up the support request by simply clicking on No Thanks or Continue.

Now you have successfully created your support ticket. Click on Show Open/Closed Requests located in the Tasks menu to view the open support ticket in the cPanel Customer Portal.

Conclusion

Support Tickets are essential for managing hosting accounts on a web server. Most organizations rely on Support Tickets for the easy flow of work. They are almost invincible in the orbit of Web Host Managers.