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How to Submit a Ticket Using the Account Portal

Joe Knows Support

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How to Submit a Ticket Using the Account Portal


Hi, I'm Joe with and you're watching Joe Knows Support. Let's see what we got coming in today. "Order Up!" Ah, how do I create a ticket and get support from That's a good question! One way you can could do it is mail it to us, but it will take forever, or you can go to our customer account portal. Let's take a look at how you do that.


So, the first thing to do is open a browser, and go to From here you'll see this page. Just add in your username and password. If you're having trouble getting in, you can click on 'Can't access your account?' and they'll email you your password. Once you submit, you're in, now you're looking at the dashboard. From here, you can actually go to servers, account, support, or contact us. Over on the right, recently posted announcements will be over here. So we're going to go ahead and look at opening a ticket. So click on 'tickets'. In here, you would actually see all the tickets listed prior to today, but we're going to go ahead and create one. So, click on 'submit a ticket'. In here we're going to type in a description of what we need done. So we're just going to put in 'Why? But More Detailed'. Then go ahead and choose if a file if you want to add something in.

Submit the ticket. Once that's done it gives you the ticket number. Now we can actually go back and take a look at ticket that we just created. Now, this is what our support staff will see, and you will get this confirmation email. This will show you that we've taken your ticket and we're going to start working on it. We can go back in, if we haven't replied to the ticket, which normally we have by now, you can actually click on 'Reply to ticket' and add in more information. You can add files or just type in some more stuff that you want to share with us. Hit 'Send Reply', and that will actually said us a second message to this ticket. You can actually put in comments if you feel like you figured out what the issue was. I'm going to click 'Close Ticket' and this is the actual entire summary of the ticket by detail. You can come up here and click on 'view ticket as a whole', and see all the closed tickets. So, these are all your past closed tickets.

Come back out to the dashboard. From here, you can go to billing and actually change your contact information and credit card on file. So right here, we can go to 'Manage Logins' and pick 'add a new user'. Once you come in here, the first thing you want to do is add them into the portal so you want to type in their email address, and reenter it in. And then if you want to make them a billing administrator you can do that right here. Go ahead and click on 'Submit'. That's going to send the customer or our contact an invitation to join the portal. Go back to account and you can go to 'Contacts' in 'Contacts' can add a contact. Now I'm going to add them in a second time, but I'm actually going to add in all their information here. So, I can put in their first name, their last name, and autofill in everything. Use the same email address that we used for that invite that we just sent out as the email address for this contact, and add them in. That's going to make them apart of this portal now.

All right, and lastly I'm going to show you exactly where you can see your servers. So if you're dedicated server client, you can actually click here and come in and look at all your server names in the details for them. Just like in SharePoint, when you change your profile information you come up here to your name click 'Settings' and you can change your password right here. Now, let's go ahead and log out.


That's how you move around in our Customer Portal. You can also call us at 866-780-4678 get our wonderful Mary on the line and she will direct you right to us. And also, available now Our Account Manager app available for Apple and Android devices. Check it out! And that is another ticket served!

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