How to use the support ticket system

How to use the support ticket system

This article explains how Nexcess clients can use the Client Portal to navigate the support ticket system.


But first...

You need your Client Portal username and password. If you cannot locate this information, click Forgot Password? on the Client Portal login page or contact the Nexcess Support Team.

Ticket summary

Upon logging in to your Client Portal dashboard, to view your active tickets, click View. To see completed tickets, click Support > Completed Tickets.

You will see your ticket history with details such as department, priority, and status, among others.

From this page, you may create a ticketview a ticket, or issue a quick reply.

Creating tickets

  1. To view a ticket, click the ticket, to open a new ticket, click New Ticket.

  1. In the New Ticket panel, fill the necessary fields, then click Add. Most fields are self-explanatory; however, if you are uncertain about the Department or Priority fields, use the default settings.

  2. The Support Team responds to most tickets within 15 minutes on any day, at any hour. The Billing and Sales Teams respond to most tickets within 15 minutes from 9 a.m. - 5 p.m. eastern time (ET), Monday - Friday, excluding holidays.

Viewing tickets

  1. To view a ticket, either click the ticket description, or select the menu toggle and click View.

  2. When viewing a ticket, you may rate your experience (1), view the history (2), add recipients (3), create replies (4), and attach files (5). If you enter any information, remember to click Reply.

Making quick replies to tickets

  1. Locate the pertinent ticket, then from the menu toggle, click Quick Reply

  2. Type your response in the provided field, then click Reply.

For 24-hour assistance any day of the year, contact our Support Team by email or through the Client Portal.

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Added on Mon, Nov 10, 2014