How to - Create a Ticket for Customer Account-Related Issues in oneSupport

1.1

In a web browser, go to the oneSupport webpage (linked here).

Alternatively, you can visit nirix.com, then click on ‘Support’, followed by ‘Submit Ticket’.

1.2

Enter your E-Mail and Password, then click ‘Login’.

These will be the same credentials you use to login to oneDesktop or oneExchange. If you’ve forgotten your password, you’ll have to reset it in oCCP, NoWCP, or contact your admin to do so.

1.3

You’ll then have to enter the details for your ticket under ‘Help Request’:

Request Type:

Select ‘Account Management’: For requests related to billing, contracts or agreements, or service inquiries, select this request type.

Subject:

The subject line for the ticket, akin to an email’s subject, briefly describing your Account-related inquiry

Request Detail:

The specifics of the ticket, describing the your request or inquiry.

Carbon Copy (Cc:):

Enter the email addresses of anyone you’d like send a copy of, and include in the ticket, and then click the ‘Enable’ button after entering the address(es).

1.4

Verify you’ve filled out the details under ‘Help Request’, optionally attaching any related documents you’d like by clicking the ‘Add File’ button, and then click the ‘Save’ button, once filled out.

In this example, I have the details filled out as if I had questions about our billing rate for the number of user accounts I’d have.