Knowledge Base

How to work with tickets on the Customer Portal

This articles describes how to use the Customer Portal to open a ticket and view your ticket history. You can open tickets with support, sales, and billing.

Opening a ticket

Opening a ticket with A2 Hosting on the Customer Portal is easy. You can open a ticket with our billing, technical support, or sales staff.

To open a ticket, follow these steps:

  1. Log in to the Customer Portal.
    If you do not know how to log in to the Customer Portal, please see this article.
  2. On the menu bar, click Open Ticket:

    Customer Portal - Open ticket

  3. Select the type of ticket you want to open:

    • If you have an issue concerning sales, click Sales.
    • If you have a technical issue or problem, select the affected domain, and then click Support.
      You can also open a support ticket from cPanel. To do this, follow these steps:
      1. Log in to cPanel.
      2. In the Advanced section of the cPanel home screen, click Submit a Support Request. The Customer Portal appears.
      3. Click Submit a Support Request.
    • If you have a billing issue, select the affected domain, and then click Billing.
  4. On the Open Ticket page, fill in the Subject and Message text boxes. Additionally:

    • Make sure your e-mail address is current and functional. If you need to update the e-mail address for your account, please see this article.
    • If you are opening a technical support ticket, you can specify a temporary administration password in the Admin Password text box.
      You do not have to provide a password at this time, but doing so may decrease the amount of time necessary to resolve the problem.
    • If you are opening a technical support ticket, make sure you specify the affected domain in the Affected Domain list box.
    • You can optionally upload a file and attach it to the ticket.
  5. Click Submit. We will respond to your ticket as soon as possible.

Viewing your ticket history

You can use the Customer Portal to view a list of all tickets you have opened previously. To do this, follow these steps:

  1. Log in to the Customer Portal.
    If you do not know how to log in to the Customer Portal, please see this article.
  2. On the menu bar, click Support, and then click TICKETS:

    Customer Portal - Ticket history

  3. A list of all tickets you have submitted appears:

    • To view a specific ticket, click the ticket title. You can update the ticket or post a reply.
    • To sort the list of tickets, click a column heading. For example, to sort tickets by status, click the Status heading.