How to Open a Support Ticket in PartnersHub

Purpose

This article explains how to open a support ticket in PartnersHub. Support tickets allow you to contact the support team for assistance with technical issues, billing enquiries, hosting services, domains, and other account-related requests.

Prerequisites

Before you begin, ensure that:

• You have access to the PartnersHub portal.
• You are logged in to your account.
• You have the necessary information about the issue you want to report.

Step 1: Locate the Support Menu

1. Log in to the PartnersHub portal.
2. From the top navigation bar, locate and click Support.
3. From the drop-down menu, select Open New Ticket.

Figure 1: Locate the Support Menu

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Step 2: Complete the Ticket Information

1. Search for and select the client from the Client field.
2. Verify or enter the client's:
   • Name
   • Email Address
   • CC Recipients (optional)
3. Enter a clear and descriptive Subject.
4. Select the appropriate Department.
5. Choose the appropriate Priority level.

Figure 2: Complete Ticket Information

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Step 3: Enter the Ticket Message

1. In the message editor, type a detailed description of the issue or request.
2. Include all relevant information that will help the support team understand and resolve the issue.
3. If required, click Choose File to attach supporting documents or screenshots.
4. Click Add More to attach additional files if necessary.

Figure 3: Enter the Ticket Message

Step 4: Preview and Submit the Ticket

1. Click Preview to review the ticket details and ensure all information is accurate.
2. If everything is correct, click Submit to send the ticket to the selected support department.

Figure 4: Preview and Submit Ticket

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Expected Result

The support ticket is successfully submitted and assigned a unique ticket ID. You can track its progress and communicate with the support team through the Support Tickets section.

Conclusion

You have successfully learned how to open a support ticket in PartnersHub. Providing complete and accurate information, along with any necessary attachments, helps the support team resolve your request as quickly as possible.