Open a support ticket: Difference between revisions

From Acenet Knowledgebase
Jump to navigation Jump to search
Docs admin (talk | contribs)
Bureaucrats, Administrators
2,642 edits
Created page with "1) Log into your Acenet Helpdesk/Client Area: https://billing.ace-host.net/ Note - If you do not have your password for your Client Area/billing account, you can request a..."
 
Rewritten for the current Client Area (WHMCS 8), checked against the live Client Area
 
(6 intermediate revisions by the same user not shown)
Line 1: Line 1:
1) Log into your Acenet Helpdesk/Client Area:
'''1.''' Log in to the [https://billing.ace-host.net Client Area].


https://billing.ace-host.net/
'''2.''' Click '''Open Ticket''' in the top menu.


Note - If you do not have your password for your Client Area/billing account, you can request a password reset here:
'''3.''' Choose a department:
* '''Technical Support''' for help with your website, email, cPanel or server.
* '''Sales and Billing''' for questions about invoices, payments, orders and upgrades.


Client Area Password Reset
[[File:Client_Area_Open_Ticket.png|500px]]


2) Once you're logged in, click on the "Open New Ticket" button.
'''4.''' Fill in the form:
* '''Subject''': a short summary, for example "Can't send email from Outlook".
* '''Related Service''': the service the problem is about.
* '''Priority''': how urgent the problem is.
* '''Message''': what's happening, what you expected, and what you've already tried. Include any error messages, the domain name, and the email address affected.
* '''Attachments''': add a screenshot if it helps show the problem.


[[File:NewOpenNewTicketButton.jpg]]
'''5.''' Click '''Submit'''.


3) Click the department that you need assistance from:
We'll email you when we reply. To reply or check the status, see [[Reply to a support ticket]].
Technical Support or Sales and Billing.


4) Type in the subject of your ticket, such as a brief statement of your issue.
[[Category:WHMCS]]
For example, "Email password reset help" or "cPanel password reset help"
 
5) Click the drop down button under Related Service and choose the service that you need assistance with.
 
6) Under Message, type the issue that you are having and the steps that you already took to try and resolve the issue.
 
7) Click Submit and your ticket will be sent.

Latest revision as of 00:50, 27 October 2026

1. Log in to the Client Area.

2. Click Open Ticket in the top menu.

3. Choose a department:

  • Technical Support for help with your website, email, cPanel or server.
  • Sales and Billing for questions about invoices, payments, orders and upgrades.

4. Fill in the form:

  • Subject: a short summary, for example "Can't send email from Outlook".
  • Related Service: the service the problem is about.
  • Priority: how urgent the problem is.
  • Message: what's happening, what you expected, and what you've already tried. Include any error messages, the domain name, and the email address affected.
  • Attachments: add a screenshot if it helps show the problem.

5. Click Submit.

We'll email you when we reply. To reply or check the status, see Reply to a support ticket.

Retrieved from "https://kb.acenet.us/index.php?title=Open_a_support_ticket&oldid=2830"