Raise a support ticket

A support ticket is how you ask E2E for help from inside MyAccount. Raising one gets you a ticket number, sent to your email, and a conversation with the support team that you follow and reply to in MyAccount.

Raising the ticket in MyAccount is the quickest way to get help: the ticket carries your account and the affected resource, so support can start at once. For urgent follow-up on an open ticket, or if MyAccount itself cannot be reached, call +91-11-4117-1818 or write to cloud-platform@e2enetworks.com.

Before you begin

Check that:

• Customer validation is approved for your account. Until it is, E2E refuses a new ticket, even though Create Ticket is on the screen. For help finishing validation, write to customer-validation@e2enetworks.com or call +91-11-4117-1818. For any other support before validation is approved, write to cloud-platform@e2enetworks.com. See Complete customer validation (KYC).
• You are in the project the problem is in. A ticket belongs to the project you are in when you raise it, and Affected Resource lists that project’s resources. Switch projects from the header first if you need to.
• Your role lets you create support tickets. An Admin or a Project Lead can always create them; a Member or Billing + Member needs a project or User Group policy with Create ticked for Cloud Platform. See Why can my team member not raise a support ticket?.

Have these ready, so support can start at once:

• What you were doing, and the exact error text you saw.
• When it happened, with the time.
• The name of the resource, and its IP address or domain if it has one.
• Screenshots or logs, as PNG, JPG, JPEG, or PDF files of up to 5 MB each.

Keep passwords, private keys, server credentials, and private access links out of a ticket.

Open the ticket form

1. In the MyAccount sidebar, click Support, then Cloud Platform.
2. Click Create Ticket. The ticket form opens.

Choose the category and severity

Under Ticket Classification, choose Ticket Category:

• Cloud for a technical problem with a node, storage, the network, or another E2E service.
• Billing for payments, invoices, infra credits, and your account balance.
• Sales for a new requirement, a larger plan, or a commercial question. A Sales ticket shows the sales team’s contact, sales@e2enetworks.com, in place of severity and service, so you can also write to them directly.

For Cloud and Billing, choose Severity Level: High, Medium, or Low. The form opens on Cloud and Low; the rest of it opens once you have chosen a Ticket Category and a Severity Level.

Accounts that E2E has given priority support see Priority Support. Their form opens on Cloud and Medium, their tickets are marked Priority, and Medium is the lowest severity they can choose. These accounts also have Priority Platform in the sidebar.

Name the affected service and resource

For Cloud and Billing:

1. In Affected Service, choose the service the problem is in.
2. If the service lists resources, choose one or more in Affected Resource.
3. If the resource is not in the list, click Can’t find my resource?, type the resource’s name, and add it.

A service with no resources in this project, or one MyAccount has no resource list for, reads No available resources; you can still type a resource name with Can’t find my resource?.

For Kubernetes, Affected Resource is a tree: expand a cluster to see its pools, and a pool to see its nodes, then tick the cluster, the pool, or the node the problem is in. Ticking a cluster or a pool also ticks everything under it.

Describe the problem

1. In Subject, give the problem in a line, up to 60 characters.
2. In Description, explain it, up to 6000 characters: what you did, what you expected, what happened instead, the exact error text, the time, and the effect on your work.

Both are required, and both take the characters you can type on a standard keyboard. Paste an error message as text, not as an image, so support can search for it.

Add attachments and people to copy

1. (Optional) In Attachments, add up to five files: PNG, JPG, JPEG, or PDF, each up to 5 MB.
2. (Optional) In CC, add people to copy on the updates. You can add IAM users who have accepted their invitation and are an Admin, or, on a Cloud ticket, a Project Lead: up to 10 on a Cloud ticket, and up to two on a Sales ticket. A Billing ticket has no CC.
3. Check Ticket Summary, then click Create Ticket.

The ticket number arrives by email, and the ticket is in the list on Support. The support team’s replies come to its Conversation.

Follow your tickets

Support shows three counts at the top: Open, Urgent, and Closed. Urgent counts your High and Medium tickets.

To find a ticket, filter the list with All Statuses, All Severities, All Categories, and All Years, or type in Search tickets…. Reset clears every filter, the count you clicked, and the search, and goes back to the first page.

The list shows each ticket’s Ticket (its number and subject), Category, Severity, Status, Team, and Created. Besides the tickets you raise, it can also hold SOC and Abuse tickets that E2E opens on your account; Urgent counts every SOC and Abuse ticket too. The list shows the tickets in the project you are in, and Abuse tickets from every project.

Click a ticket to open it:

• Conversation holds every message from you and the support team, marked Agent or Customer.
• Details shows Ticket Information: Ticket Number, CRN, Queue, Severity, Status, Creator, Resource, CC Emails, Created, and Last Updated, and your account manager when you have one.
• Timeline lists the ticket’s events one month at a time; Select Month: picks the month and year, up to the current month.

Reply to the support team

1. Open the ticket, and stay on Conversation.
2. Type your message in Reply. A reply is required, cannot be only spaces, and takes up to 6000 characters.
3. (Optional) In Attach Files, add up to five PNG, JPG, or PDF files of 5 MB each.
4. Click Reply.

Your reply shows in Conversation, and E2E also emails it from the support address to the ticket’s creator and everyone on its CC list. The support team’s replies show in Conversation.

Reply, Reply and Close, and Close Ticket need Update permission for Cloud Platform.

When support is waiting for your reply, answer on the ticket to keep it open. A ticket left waiting on you closes itself after a few business days, and E2E emails you reminders before it does.

Close or reopen a ticket

When the problem is solved, close the ticket. Close Ticket is available on any ticket that is not already Closed, except a SOC or an Abuse ticket, which MyAccount cannot close:

1. Open the ticket and click Close Ticket. To send a last message at the same time, type it in Reply and click Reply and Close instead.
2. Close Ticket asks Are you sure you want to close this ticket? This action cannot be undone. A reply still reopens the ticket, within the 14 days it takes replies.
3. In Feedback, say how it went, up to 250 characters. Feedback is required.
4. Click Close Ticket. MyAccount shows Ticket Closed Successfully.

A closed ticket still takes replies for 14 days after its last update; reply to reopen it within that time. After 14 days, Reply is no longer available on it. Raise a new ticket and give the old ticket’s number.

For help with a message you do not recognize, see Troubleshooting your account.