Last modified: June 13, 2024

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Looking for this interface?

Note:

Your hosting provider can enable or disable this interface for resellers in WHM's Edit Reseller Nameservers and Privileges interface (WHM >> Home >> Resellers >> Edit Reseller Nameservers and Privileges).

Overview

The Create Support Ticket interface streamlines the ticket creation process for you and cPanel Technical Support, decreasing the time necessary to open and address a support ticket. This feature also automates SSH authorization and redirects you to the cPanel Customer Portal as necessary.

How to create a support ticket

To access the Create Support Ticket interface, perform the following steps:

1. Log in to WHM as the root user.
2. Navigate to the Create Support Ticket interface (WHM » Home » Support » Create Support Ticket).
3. The menu will present two choices to solve your technical issue:

• I need help with an existing feature or technical issue. — If you need technical help with WHM & cPanel software or extensions, click Get Started.
• Is there a feature you need that cPanel & WHM does not provide or that we could improve upon? — If you would like to create a request for a new WHM & cPanel software feature, or to vote on existing requests, click Visit our feature site to open the cPanel Feature Request website.

Open a technical support ticket

After clicking Get Started in the Create Support Ticket interface, your browser will open a new Submit a request interface in the cPanel Customer Portal. To submit a request, you will enter:

• A request type: Select either technical or customer service support from the menu.
• A subject: A short description of your issue.
  • For example, if you want to submit a ticket about API parameters returning an empty JSON object, the subject would be “API returns null object after parameters given”.
• A description: A longer description of your issue.
  • For example, if you want to submit a ticket about API parameters returning an empty JSON object, you would copy the API fetch command and output here.
  • If you are unsure of how to describe your technical issue, log in with your cPanelID, then visit cPanel Technical Support’s How to provide detailed reproduction steps for faster ticket resolutions article.
• Your Licensed IP Address: If you are unsure how to find your Licensed IP Address, log in with your cPanelID, then visit cPanel Technical Support’s How do I find my Licensed IP Address? article.
• Deny Server Access: Select this option if you do not want to provide cPanel Technical Support with access to your server.
  Important:

  Denying cPanel Technical Support access to your server will limit our available support options.

• Attachments: Use the Add File button or drag-and-drop interface to attach any records of the technical issue.
• I Agree to the Terms of Service: You must agree to the Technical Support Agreements to submit a ticket.
• Click Submit.

The Update Server page will appear. Perform the following steps to prepare your server:

• Enter a server name in the Server Name section.
• Enter your login IP address and your port for SSH access in the Login IP and Port for SSH Access section.
• Select root or enter a username in the text box in the Username for SSH Access.
• Choose whether to Install cPanel SSH Key or provide your password.
• If needed, you can also leave additional notes under Additional Information.
• Click Save & Close.

You have now opened your support ticket. To view your open support ticket in the cPanel Customer Portal, click Show Open / Closed Requests in the Tasks menu.

Open a Feature Request

To create a new ticket in the cPanel Feature Request Portal, you must either log in with your secure cPanelID or register a new email user. After that, to submit a new Feature Request, click the New Topic button in the navigation bar and enter the following information:

• Title: Less than 100 characters: a brief description of your requested feature.
• Body: A longer description of your requested feature and its uses.
  • To include any additional materials with the Feature Request, click Attach a File and select the file from your local computer.
• Category: Select the category that best describes your requested feature from the menu.
• Tags: Select tags that reflect your Feature Request.
• Click Submit.

You have now opened your Feature Request. To view your open Feature Requests in the cPanel Feature Request Portal, click your username in the navigation bar and click My Tickets in the menu.

Whitelisting cPanel Technical Support services

The server will automatically whitelist cPanel Technical Support’s IP addresses for the 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).
• ConfigServer Security & Firewall — 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: