Tickets through hosting providers

SimpleTechGuy

• October 03, 2024 19:59

Just wondering since my license is provided through my host and I can no longer use the ticket system directly through cpanel I understand that I need to contact my host for support.  The question I have is that if the host escalates the ticket to cpanel, would I then be able to communicate directly with cpanel tech support?

Could anyone provide a detailed explanation of how the ticket system works when going through your hosting provider?

Thanks,

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  cPRex Jurassic Moderator

  • October 03, 2024 20:57

  Hey there!  If your license is purchased directly from cPanel, you are eligible to contact us directly for support through the WHM >> Create a Support Ticket page. 

  If your license is purchased through your hosting provider or another license reseller, they are your main contact for support.  If your provider opens a ticket with us and then they let you talk to us through their support portal that is completely up to them, but we don't have control over that on our side.

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  SimpleTechGuy

  • October 04, 2024 00:00

  Excellent, thanks for the information.  Nice to know the ability is there for direct communication if I can work it out with the host.

   

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  cPRex Jurassic Moderator

  • October 04, 2024 00:14

  As far as I'm aware, I haven't heard of anyone handling things that way, but I suppose anything is possible.

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