How to submit a request to SolusVM support?

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Applicable to:

  • SolusVM

In continuous efforts to improve our services and customer experience, we have changed our ticketing system on September 24, 2018.

Here you can find the answers for the majority of questions that may arise.

How do I log in to the new ticketing system?

As we wanted to make changes less noticeable for our customers due to implementing the new ticketing system, there is nothing new on that part. Browse to client area on the SolusVM website in Support menu section and log into the ticket system using the already existing account you have.

Q.png How do I create a new ticket?

A.png Once logged into client area, click Open Ticket link and follow the wizard

I am logged into the new ticketing system, how can I find my support requests?

To see your requests click Support > Tickets top menu items. After that click on My Support Tickets to see the list of the support requests. The new ticketing system contains new tickets and the tickets that have Open status on September 24, 2018.

How can I access tickets that were resolved before September 24, 2018?

For the tickets closed before that date, contact SolusVM support, provide the ticket ID from the old ticketing system and request to transfer it from the old system to the new one.

How can I see the tickets submitted by my colleagues?

To provide the access to the ticket for your colleagues, add their emails comma separated to the field Specify sub-account email if you wish to receive updates on its email during the ticket submission, they will be added to the CC of the ticket.

Why I cannot log into the client area using WHMCS sub-account?

There is a probability that access to the client area can fail with the error below:
Something went wrong and we couldn't process your request.
In that case verify that the sub-account has sufficient permissions:

  • log into client area with main account
  • browse to Home > Contacts > sub-account name
  • make sure that Tick to configure as a sub-account with client area access and View & Open Support Tickets check-boxes are enabled

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