Support Center
The Support Center in the Cloud Management Portal provides a centralized space where users can submit support tickets, view responses, and track the status of their requests in real-time. It also offers quick access to frequently asked questions (FAQs) to help you resolve common issues without the need to raise a ticket.
Accessing the Support Module
-
Log in to the Cloud Management Portal.
-
From the left-hand menu, click on Support.
-
You will be directed to the Support Dashboard.
Support Dashboard Overview
-
When you land on the Support page, you will see the following key elements:
-
Ticket Overview Summary :
| Metric | Description |
|---|---|
| Total | Total number of tickets ever submitted |
| Active | Currently open and unresolved tickets |
| Open | New tickets awaiting action |
| In Progress | Tickets currently being handled by support |
| Closed | Successfully resolved tickets |
| Feedback | Tickets pending user feedback or rating |
-
If you haven't submitted any tickets yet, the page will display a message:
“Looks like you don’t have any Support Ticket created.” -
Click Open Ticket to create your first request.
Frequently Asked Questions (FAQs)
- Beneath the dashboard, a collapsible FAQ section is available. This self-service section can help resolve common questions instantly, without needing to contact support.
Examples include:
-
How can I activate a Windows license in the cloud environment?
-
I'm unable to telnet or connect to an IP from my virtual machine.
Click the + icon to expand and read more about each FAQ entry.
Creating a Support Ticket
To raise a new support request:
-
Click the Open Ticket button (top-right of the dashboard).
-
You will be taken to the Open Support Ticket form.
-
Below are the list of ticket Form Fields.
| Field | Description |
|---|---|
| Department | Choose the relevant support category (e.g., Billing, Technical, Server). |
| Server | Select the impacted server from your list (if applicable). |
| Subject | Provide a concise summary of your issue or request. |
| Message | Describe your issue in detail. You can format text and add links or code. |
-
The text editor supports rich formatting (bold, italics, bullet lists, hyperlinks, etc.) for clarity.
-
Once all fields are filled, click Open Ticket to submit your request.
Managing Tickets :
-
After submission, tickets will appear in the support dashboard with their current status. You can return to this page anytime to:
-
Check progress
-
Respond to support staff
-
Close resolved tickets
-
Provide feedback or ratings
-