For cPanel & WHM version 64
( Home >> Support >> Create Support Ticket )
The Create Support Ticket interface allows you to open a ticket with cPanel's support team. This feature streamlines the ticket creation process, automates SSH authorization, and decreases the time that you require to open a support ticket. In addition, it attempts to identify your support ticket requirements and redirects you to the cPanel Customer Portal as necessary.
WHM will transmit your support request directly to cPanel, Inc.
To access the Support Ticket Wizard, perform the following steps:
In the menu, click the issue that best describes your technical issue.
We included this check within the Support Ticket Wizard to ensure the security of your cPanel Customer Portal account.
To ensure the security of your cPanel Customer Portal account, make certain that you select the correct option. When you select My server is not compromised, you allow your server to perform actions on your behalf via your cPanel Customer Portal account. If you select My server is not compromised when your server is compromised, you could possibly open your cPanel Customer Portal account to intrusion.
The interface will open a dialog box in your browser that prompts you to allow access for your cPanel Customer Portal account. To establish secure communication between our server and your server, you must log in to the cPanel Customer Portal. In the dialog box, log in to the cPanel Customer Portal, or, if you are already logged in, click Allow Access.
To open a ticket with cPanel Support, you must agree to the Technical Support Agreement. To proceed, click Agree to Terms.
If you have already accepted the Technical Support Agreement, the wizard will automatically proceed to the next step.
To troubleshoot technical problems on your server, you must allow cPanel Support to access your server. Click Next.
If you do not allow cPanel Support to access your server, you will severely limit the support we can provide.
The server will automatically whitelist cPanel Support's IP addresses to following services:
— The default firewall on your server.
/etc/hosts.allowfile — The Host Access Control feature (Home >> Security Center >> Host Access Control).
For more information about firewall configuration, read our How to Configure Your Firewall for cPanel Services documentation.
You can view cPanel Support's IP addresses below:
In the final step of the wizard, the server will perform the following tasks:
Open a new browser tab to the cPanel Customer Portal for you to complete the ticket request.
If the interface does not open a new browser window to the cPanel Customer Portal, click Fill out your support request.
To submit your ticket to cPanel Support, you must perform the following steps in the cPanel Customer Portal browser tab:
Confirm 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 expedite your support request in the popup dialog box. Click No Thanks or Continue.
Your support ticket is now open. To view your open support ticket in the cPanel Customer Portal, click Show Open / Closed Requests in the Tasks menu.