How to create a ticket at cPanel end
As the title suggests, today we are going to discuss about the interface in WHM which is “Create a support ticket”.
Let’s first learn What “Create Support Ticket” option is?
With the help of this interface you can open a ticket with support team of cPanel. This interface smoothly organizes the process of creating ticket and also allows the SSH authorization. It also help to reduce the time required for opening a support ticket.
At the same time it tries to check out all your ticket related requirements and helps them to redirect to Customer Portal of cPanel which is necessary.
Let’s look at the steps for creating a support ticket:
Before starting I am assuming that you are already logged in to WHM and navigated to “Support” category and you are in the “Create support ticket” interface.
Now the interface of “Create support ticket” is as follows:
- It includes option – “Support Ticket Wizard”
Here you will need to select your issue type: –
There is a list from which you will have to select the correct technical issue
It contains following types of issues:
- I need help with this server — You can select this option to move to the second step.
- I need help with a migration from another control panel— Select this option if you want to open a new browser tab for cPanel customer portal for creating your ticket manually.
- I need help with multiple servers — Select this option if you want to open a new browser tab for cPanel customer portal for creating your ticket manually.
- I need help with something else — Select this option if you want to open a new browser tab for cPanel customer portal for creating your ticket manually.
- I need help with CloudLinux and Kernelcare — Select this option if you want to open a new browser tab for cPanel customer portal for creating your ticket manually.
- Kernelcare – It is a Linux distribution and it helps in automatically checking the patches every four hours.
- CloudLinux – With this you can access your licenses and billing.
Visit our feature site — Select this option if you want to open a new browser tab for cPanel customer portal for creating or voting for a feature request.
2. Is this server Hacked or Compromised?
For ensuring the security of the cPanel customer Portal this feature has been included in “Support Ticket Wizard” option.
- Here select an option “My Server is not compromised” if you think that your server is not hacked or compromised and click “Continue through WHM”. With this option you can use all of the options of the automated ticket creation which is provided by the “Create Support Ticket” interface.
- Select “My server is possibly compromised or hacked” option, if you think that your server is hacked or compromised and click “Continue to the cPanel Customer Portal”. It will help you in opening the “cPanel Customer Portal” in a new browser using which you can manually create a ticket.
- The cPanel Customer Portal – is used for submitting your ticket requests for that you are required to log in to the ‘cPanel Customer Portal’.
4. Authenticating the cPanel Customer Portal
If you want to access your cPanel Customer Portal then “Authenticating the cPanel Customer Portal” is used. It is important to login to cPanel Customer Portal if you want to establish a communication which is secured between our server and your server. A new window will appear, log in or click “Allow Access” if you are already logged in.
5. Selecting a support provider
If the server’s license if provided by the L.L.C instead of cPanel then you will have to open a ticket with L.L.C provider but if you want to open a ticket with Technical Support of cPanel then select “I Still want support from cPanel”, L.L.C. option.
6. Technical Support Agreement
It is necessary to agree to the Technical Support Agreement if you want to open a ticket with cPanel support. For proceeding click ‘Agree to Terms’.
Note: – The wizard will automatically take you to next step, if you have already accepted the “Technical Support Agreement”.
7. Grant cPanel Support Access
You must grant the cPanel Support to access your server if you want to diagnose the technical problems. Then click ‘Next’.
If the permission is not granted to cPanel support to access your server, then it will seriously limit the support offered by them and it will whitelist IP addresses of cPanel Support automatically to the following services:
- iptables or firewalld — It is the default firewall on your server.
- CPHulk — The ‘cPHulk Brute Force Protection’feature and the ‘Host Access Control’feature.
- CSF — It can be any ConfigServer Security & Firewall software installed.
8. Completion of the Ticket
- Following steps would be performed by the server:
- If you have not already agreed to the Technical Support Agreement then its acknowledgement will be recorded.
- The Support request with cPanel Support will be initialized.
- If you are agree then the cPanel Support will approved to access your server.
- In the same way if you grant the permission to the cPanel Support Access then it will test the SSH connection.
- You will get a new browser tab to the cPanel Customer Portal for completing the ticket request.
Click ’Fill out your support request’ if you won’t get a new browser window to the ‘cPanel Customer Portal’. A new interface will appear as follows:
Perform the following steps for submitting your ticket to cPanel Support:
- Fill in your information in the ‘Server IP address’ or ‘hostname’ and ‘Support Access ID’ textboxes and then click ‘Next’.
- Fill in your information in the ‘Full Name’, ‘Company Name’ and ‘Phone Number’ text boxes and click ‘Next’.
- Fill in your request information in the ‘Subject’, ‘a Detailed description of the issue’ and the ‘Steps to reproduce the problem’ texts boxes and then click ‘Next’.
- Fill in your server information in the ‘Server Name’, ‘Login IP and Port for SSH Access’, ‘Username for SSH Access’ and ‘authentication Method for SSH Access’ text boxes and then click ‘Next’.
- You can choose to fasten your support request in the dialog box, select ‘No Thanks’ or ‘Continue’.
Thus the support ticket is now open if you want to view it cPanel Customer Portal then click ‘Show Open / Closed Requests’ in the ‘Tasks’ menu.