How to Open and Track a Support Ticket

Creating a support ticket from your client account, following replies, and what happens when a ticket is resolved.

Opening a ticket

Sign in to the Client Area and open Support Tickets, then choose a category, a subject and describe the issue. Each ticket gets a reference number in the form CCB-TKT-YYMMDD-XXXXXX — keep this reference for any follow-up over WhatsApp, Telegram or email.

If the ticket concerns a specific order, link it when you create the ticket so support can see the relevant order details immediately.

Categories

  • Technical Support
  • VoIP Route
  • VICIdial
  • Billing / Payment
  • Order / Provisioning
  • Account / Login
  • Other

Priorities

Normal, High or Urgent. Priority affects how a ticket is triaged internally; it is not a promise of a specific response time beyond the published support response target — see the Support Policy.

Replying and status

A ticket moves through Open, Awaiting Support, Awaiting Customer, Resolved and Closed. Replying as the customer moves it to Awaiting Support; a support reply moves it to Awaiting Customer.

You will receive an email whenever there is a new reply on your ticket, with a link straight back into the conversation.

Resolved and reopening

A resolved ticket can be reopened within 7 days if the same issue recurs. After that window, open a new ticket and reference the old ticket number so context is not lost.

Related pages

WhatsApp, Telegram and email remain available for pre-sales and general enquiries. Registered customers use the Client Support Portal ticketing system as their primary, trackable support method. Payments are accepted by bank transfer, card or cryptocurrency.