When you need help, you can open a support ticket directly from the Customer Portal. Our team is notified as soon as you submit it, and you can follow every reply in one place.
Before you start
You need permission to create tickets. If the New Ticket option is not available to you, your portal access may not include creating tickets — ask your account contact to enable it.
Submit a new ticket
- Select Tickets in the navigation bar.
- Choose New Ticket to open the Submit a New Ticket form.
- Enter a Subject — a short summary of your issue. This field is required.
- Optionally choose a Category, and a Subcategory if one becomes available for the category you picked. These help us route your request to the right team.
- Set the Priority to Low, Medium, High, or Urgent. This field is required.
- Fill in the Description with the full details of your issue. This field is required. You can paste screenshots directly into the editor.
- Select Submit Ticket.
After you submit, you are taken to the ticket page and you will see a confirmation showing your new ticket number. A confirmation email is also sent to you.
Tip: The more detail you include in the description, the faster we can help. Mention what you were trying to do, what happened, and any error messages you saw.
What happens next
Your new ticket starts with a status of New. As our team works on it, the status updates (for example to Open, Pending, Resolved, or Closed) and you can reply at any time.