--- title: Opening a Ticket description: "[client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/) Guide # [client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/): [support ticket](https://bestnetllc.co.jp/en/encyclopedia/support-ticket-en/) Creation Guide This guide explains how to **create a new [support ticket](https://bestnetllc.co.jp/en/encyclopedia/support-ticket-en/)** from the [client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/). **Notice:** This guide was created using generative AI and similar tools. The position of annotations (arrows,…" url: "https://bestnetllc.co.jp/en/docs/opening-a-ticket/" updated: "2026-10-19" category: client portal --- # Opening a Ticket [client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/) Guide # [client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/): [support ticket](https://bestnetllc.co.jp/en/encyclopedia/support-ticket-en/) Creation Guide This guide explains how to **create a new [support ticket](https://bestnetllc.co.jp/en/encyclopedia/support-ticket-en/)** from the [client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/). **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](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/) - 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 1. Log in to the [client portal](https://bestnetllc.co.jp/en/encyclopedia/client-portal-en/). 2. Click **“Support Tickets”** in the left menu (Help section). ![Screen showing how to open Support Tickets from the left menu](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step01-open-support-tickets-menu.png) Open the “Support Tickets” menu. ### 2. Click “Create New” 1. Click **“Create New”** on the right side of the [support ticket](https://bestnetllc.co.jp/en/encyclopedia/support-ticket-en/) list screen. ![Screen showing how to click Create New on the support ticket list screen](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step02-click-create-new-ticket.png) Start ticket creation by clicking “Create New”. ### 3. Select the “Department” for your inquiry 1. Click the department from the displayed “Department” list that matches your inquiry content. **Example:**Inquiries about VPS → **BESTNET-CLOUD** ![Screen showing how to select the department that matches your inquiry content](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step03-select-department-1.png) Select the department that matches your inquiry content. ### 4. Enter the subject and message 1. Enter the main point of your inquiry in the **Subject** field. 2. Enter details in the **Message** field (occurrence date/time, situation, reproduction steps, error messages, impact scope, etc.). ![Screen showing how to enter the subject and message](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step04-fill-subject-and-message-1.png) Enter the subject and message. ### 5. Configure related services, CC, and attachments as needed 1. **Related Service**: Select the applicable service (e.g., VPS) if applicable (optional). 2. **Additional Email Recipients (CC)**: If you want to notify other parties, enter email addresses separated by commas (optional). 3. **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). ![Screen showing how to configure related services or attachments and send](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step05-attach-files-and-send-2.png) Configure related services or attachments and send. ### 6. Click “Send” to create the ticket 1. Verify your input and click **“Send”**. 2. If “Ticket created!” is displayed, creation is complete. ![Screen displayed after ticket creation](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step06-ticket-created-view-ticket-1.png) After ticket creation, you can review the content by clicking “View Ticket”. ### 7. Verify the created ticket 1. Click **“View Ticket”** on the confirmation screen to display the ticket details. 2. You can send additional communications from the reply section on the ticket detail screen. ![Screen showing ticket detail page for content verification and reply](https://bestnetllc.co.jp/wp-content/uploads/2025/12/step07-ticket-detail-page-1.png) You can verify content and reply 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.