For cPanel & WHM version 60
(Home >> Support >> Create Support Ticket)
The Create Support Ticket interface allows you to open a ticket with cPanel's support team. This feature streamlines the ticket creation process, automates SSH authorization, and decreases the time that you require to open a support ticket. In addition, it attempts to identify your support ticket requirements and redirects you to the cPanel Customer Portal as necessary.
WHM will transmit your support request directly to cPanel, Inc.
Support Ticket Wizard
To access the Support Ticket Wizard, perform the following steps:
- Log in to WHM as the
- In the WHM Home interface, click Support.
- Click Create Support Ticket.
Select your issue type
In the menu, click the issue that best describes your technical issue.
- I need help with this server. — Click this option to progress the wizard to step two.
- I need help with a migration from another control panel. — Click this option to open a new browser tab to the cPanel Customer Portal to manually create your ticket.
- I need help with multiple servers. — Click this option to open a new browser tab to the cPanel Customer Portal to manually create your ticket.
- I need help with something else. — Click this option to open a new browser tab to the cPanel Customer Portal to manually create your ticket.
Is this server hacked or compromised?
We included this check within the Support Ticket Wizard to ensure the security of your server and your cPanel Customer Portal account.
- If you do not believe your server is hacked or compromised, click No to proceed with the Support Ticket Wizard. This option allows you to use all of the automated ticket creation features that the Create Support Ticket interface provides.
- If you believe your server is hacked or compromised, click Yes. The interface will open the cPanel Customer Portal in a new browser tab. Use it to manually create your ticket.
To ensure the security of your cPanel Customer Portal account, it is important that you select the correct option. When you select No, you allow your server to perform actions on your behalf via your cPanel Customer Portal account. If you select No when your server is compromised, you could compromise your cPanel Customer Portal account.
Authenticate with the cPanel Customer Portal
The interface will open a dialog box in your browser that prompts you to allow access for your cPanel Customer Portal account. To establish secure communication between our server and your server, you must log in to the cPanel Customer Portal. In the dialog box, log in to the cPanel Customer Portal, or, if you are already logged in, click Allow Access.
- You must create a cPanel Customer Portal account to open a cPanel support ticket.
- If you use a popup blocker, add an exception to your blocker's rules.
- Some browsers may open a new tab rather than a dialog box.
Technical Support Agreement
To open a ticket with cPanel support, you must agree to the Technical Support Agreement. To proceed, click Agree to Terms.
If you have already accepted the Technical Support Agreement, the wizard will automatically proceed to the next step.
Grant cPanel Support Access
To troubleshoot technical problems on your server, you must allow cPanel support to access your server. Click Next.
If you do not allow cPanel support to access your server, you will severely limit the support we can provide.
When you click Grant, the system will check if it is configured to allow the
root user to log in over SSH. If SSH
root login is disabled, the system will create a temporary user in the
wheel group, and assign the SSH key to that user for cPanel Support's access.
firewalld— The default firewall on your server.
- cPHulk — The cPHulk Brute Force Protection feature (Home >> Security Center >> cPHulk Brute Force Protection).
- CSF — Any installed ConfigServer Security & Firewall software.
For more information about firewall configuration, read our How to Configure Your Firewall for cPanel Services documentation.
You can view cPanel Support's IP addresses below:
Complete your ticket
In the final step of the wizard, the server will perform the following tasks:
- Record your acknowledgement of the Technical Support Agreement, if you have not already agreed.
- Initialize your support request with cPanel support.
- Authorize cPanel support access to your server, if you allowed it.
- Test the SSH connection, if you allowed cPanel support access.
- Open a new browser tab to the cPanel Customer Portal for you to complete the ticket request.
To submit your ticket to cPanel support, you must perform the following steps in the cPanel Customer Portal browser tab:
- Confirm your information in the Server IP address, or hostname and Support Access ID text boxes and then click Next.
- Confirm your information in the Full name, Company Name, and Phone Number text boxes and then click Next.
- Enter your request information in the Subject, a Detailed description of the issue, and the Steps to reproduce the problem text boxes and then click Next.
Confirm your server information in the Server Name, Login IP and Port for SSH Access, Username for SSH Access, and Authentication Method for SSH Access text boxes and then click Next.
You can choose to expedite your support request in the popup dialog box. Click No Thanks or Continue.
Your support ticket is now open. To view your open support ticket in the cPanel Customer Portal, click Show Open / Closed Requests in the Tasks menu.
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