# Partner support

> Check network status, and raise and follow your own support tickets with your provider from the partner portal.

- URL: https://kb.voipcloud.online/au/partners/partner-support/
- Section: Partners › All partners
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

The **Support** tab is where you get help from your provider. Check **Network status** for known problems first, then raise a ticket in **Support tickets** if you still need help. Channel and white-label partners have the same **Support** tab.

These tickets are between you and your provider. Your customers raise their own tickets in the customer portal; see [Support tickets](https://kb.voipcloud.online/au/support/support-tickets/).

## Check network status

Go to **Support** › **Network status**. The **Network Status** list shows each service by **Title** with its **Status**.

The box at the top right of **My Account** shows a short version for **Voice Services**, **Microsoft Teams** and **Internet Services**. See [Reports and service status](https://kb.voipcloud.online/au/partners/reports-and-service-status/).

## Raise a support ticket

1. Go to **Support** › **Support tickets**.
2. Under **Your tickets**, click **Add**.
3. In **New ticket**, enter a **Subject** and a **Message**. Include the customer's account number and the phone numbers involved, if any. You can also attach files, such as screenshots.
4. Click **Add**.

**Support tickets** appears only when your provider has set up partner tickets. If you don't see it, contact your provider the usual way.

## Follow a ticket

**Your tickets** lists each ticket with its **ID**, **Status**, **Subject** and **Last activity**. Filter by **ID or subject**, or by **Status**: **New**, **Open**, **Pending**, **On-hold**, **Completed**, **Solved** or **Closed**.

1. Select a ticket to see its **Comments**.
2. To reply, click **Add**, write your message in **Write a new comment** and click **Add**.
3. When the problem is fixed, click **Close** and confirm.

## Knowledge base

**Support** › **Knowledge base** opens your provider's partner knowledge base in a new browser tab. It appears only when your provider has set a link for it.

## Check it works

The new ticket appears under **Your tickets**.

## Next steps

- [Partner portal overview](https://kb.voipcloud.online/au/partners/partner-portal-overview/)
- [Investigate spam and scam calls](https://kb.voipcloud.online/au/partners/investigate-spam-and-scam-calls/)