Client Portal Guide
Client Portal: Support Ticket Creation Guide #
This guide explains how to create a new support ticket from the client portal.
Notice:
This guide was created using generative AI and similar tools. The position of annotations (arrows, frames, numbers, etc.) in the screenshots may be slightly misaligned with the actual screen display. This guide is intended to help you understand the procedure. When performing operations, please prioritize the screen display and the content of the instructions.
Prerequisites #
- You can log in to the client portal
- You have prepared your inquiry content (subject/message)
- You have prepared any necessary attachments (screenshots, logs, etc.) as needed
Operating Procedures #
1. Open “Support Tickets” from the left menu #
- Log in to the client portal.
- Click “Support Tickets” in the left menu (Help section).
2. Click “Create New” #
- Click “Create New” on the right side of the support ticket list screen.
3. Select the “Department” for your inquiry #
- Click the department from the displayed “Department” list that matches your inquiry content.
Example:Inquiries about VPS → BESTNET-CLOUD
4. Enter the subject and message #
- Enter the main point of your inquiry in the Subject field.
- Enter details in the Message field (occurrence date/time, situation, reproduction steps, error messages, impact scope, etc.).
5. Configure related services, CC, and attachments as needed #
- Related Service: Select the applicable service (e.g., VPS) if applicable (optional).
- Additional Email Recipients (CC): If you want to notify other parties, enter email addresses separated by commas (optional).
- Attachments: Add screenshots or logs (optional).
Allowed File Extensions
.jpg / .gif / .zip / .png / .pdf
Note
In some cases, you can paste screenshots into the message field using copy and paste (behavior may vary depending on your environment).
6. Click “Send” to create the ticket #
- Verify your input and click “Send”.
- If “Ticket created!” is displayed, creation is complete.
7. Verify the created ticket #
- Click “View Ticket” on the confirmation screen to display the ticket details.
- You can send additional communications from the reply section on the ticket detail screen.
Additional Notes #
When the inquiry contains confidential information
If your inquiry contains confidential information, use encryption (checkbox) according to the on-screen instructions.
When the matter is urgent
Prefixing the subject line with [URGENT] or similar and clearly stating the “impact (e.g., service outage)” and “preferred contact method” in the message body will help ensure smooth handling.
Frequently Asked Questions #
I cannot attach files / I get an error #
- Verify that the file extension is allowed (e.g., .jpg / .png / .pdf, etc.).
- If the file size is large, try compressing it (.zip) or reducing its size.
I don’t know which department to select #
- First, select the most appropriate department and submit. The support team will route it to the correct department if needed.
