Knowledgebase

Overview:

The Create Support Ticket interface allows you to open a ticket with cPanel’s Technical Support. This feature streamlines the ticket creation process, automates SSH authorization, and decreases the time necessary 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.

How to create a support ticket

To access the Support Ticket Wizard, perform the following steps:

• Log in to WHM as the root user.
• In the WHM Home interface, click Support.
• Click Create Support Ticket.

In the menu, click the issue that best describes your technical issue.

• I need help with an existing feature. — Click this option to access the cPanel Customer portal.
• Visit our feature site — Click this option to open a new browser tab to the cPanel Feature Request website to create or vote for a feature request.

Is this server hacked or compromised?

We included this check within the Support Ticket Wizard to ensure the security of your cPanel Customer Portal account.

• If you do not believe your server is hacked or compromised, select My server is not compromised and click Continue through WHM. This option allows you to use all of the automated ticket creation features that the Create Support Ticket interface provides.
• If you believe your server is hacked or compromised, select My server is possibly compromised and click Continue to the cPanel Customer Portal. The interface will open the cPanel Customer Portal in a new browser tab. Use it to manually create your ticket.

Select your support provider

If an organization other than cPanel, L.L.C. provides the server’s license, the interface will suggest that you open a ticket with that provider. If you wish to open a ticket directly with cPanel Technical Support, select the I still want support directly from cPanel, L.L.C. option.

Technical Support Agreement

To open a ticket with cPanel Technical Support, you must agree to the Technical Support Agreement. To proceed, click Agree to Terms.

Authenticate with the cPanel Customer Portal

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.

Grant cPanel Support Access

To troubleshoot technical problems on your server, you must allow cPanel Technical Support to access your server. Click Next.

The server will automatically whitelist cPanel Support’s IP addresses to following services:

• iptables or firewalld — The default firewall on your server.
• cPHulk — The cPHulk Brute Force Protection feature (WHM >> Home >> Security Center >> cPHulk Brute Force Protection).
• The /etc/hosts.allow file — The Host Access Control feature (WHM >> Home >> Security Center >> Host Access Control).
• CSF — Any installed ConfigServer Security & Firewall software.

For more information about firewall configuration, read our How to Configure Your Firewall for cPanel & WHM Services documentation.

You can view cPanel Technical Support’s IP addresses below:

Complete your ticket

In the final step of the wizard, the server will perform the following tasks:

• Record your acknowledgement of the Technical Support Agreement, if you have not already agreed.
• Initialize your support request with cPanel Technical Support.
• Authorize cPanel Technical Support access to your server, if you allowed it.
• Test the SSH connection, if you allowed cPanel Technical Support access.
• Open a new browser tab to the cPanel Customer Portal for you to complete the ticket request.

To submit your ticket to cPanel Technical Support, you must perform the following steps in the cPanel Customer Portal browser tab:

1. Confirm your information in the Server IP address, or hostname and Support Access ID text boxes and then click Next.
2. Confirm your information in the Full name, Company Name, and Phone Number text boxes and then click Next.
3. Enter your request information in the Subject, a Detailed description of the issue, and the Steps to reproduce the problem text boxes and then click Next.
4. 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.
5. 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.