Partner support
Check network status, and raise and follow your own support tickets with your provider from the partner portal.
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.
Check network status
Section titled “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.
Raise a support ticket
Section titled “Raise a support ticket”- Go to Support › Support tickets.
- Under Your tickets, click Add.
- 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.
- 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
Section titled “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.
- Select a ticket to see its Comments.
- To reply, click Add, write your message in Write a new comment and click Add.
- When the problem is fixed, click Close and confirm.
Knowledge base
Section titled “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
Section titled “Check it works”The new ticket appears under Your tickets.