Create a New Ticket

1. Click Support. The default view displays all tickets opened against your Customer Account.
2. Select + New Ticket.
3. Click My Services. A list of all the Service IDs purchased or subscribed to by your company displays.
4. Under the “Action” column, click the vertical dots on the row with the correct product name and service address.
5. Click Create Ticket. The Create Ticket module displays.

Create a Repair Ticket

If you're experiencing a problem with your service, you can create a Repair Ticket.

To create a Repair Ticket:

1. Sign in to the Business Hub.
2. Click Support > Ticketing.

The Business Hub lists all tickets—repair, potential repair, activation, configuration, maintenance inquiry, and reason for outage (RFO)—including tickets Brightspeed created on your behalf. By default, tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: Active, Canceled, Closed, etc. Potential tickets are designated by a yellow flag. Tickets that require a reply from you are designated by a green flag.

3. From the Create New Ticket list, select Repair Ticket.
4. To start the ticket, you'll need the product or service ID. Then, do one of the following:
       
   1. If you know all or part of the product or service ID, type it into the Search field.
   2. If you don't know the product or service ID, scroll through the list to look for the product or service that needs repair.
      
      
5. When you find the service, click the service ID hyperlink. If your issue is with a phone number or if you don't see the service ID listed, click the “Service ID not listed” or “Issue is with a phone number” link.

Note: The Business Hub displays a red flag next to services with active tickets.

6. In the Repair Information section, provide details on your issue:
       
   1. Select the type of problem from the list.
   2. Provide the day and time (including time zone) when the problem started.
   3. Share whether you're still having the problem.
   4. Disclose whether you've checked your local equipment to verify it's working correctly.
   5. If necessary, explain the impact this issue is causing your business.
   6. Describe the issue you're having with your service.
   7. If you're tracking the ticket in another system within your organization, type it in the Customer Internal Ticket field.
      
      
7. In the Authorization section, do the following:
   
   
   1. Inform whether we can run remote, intrusive testing to help diagnose the problem. If you authorize testing, select whether we can test 24x7 or within certain timeframes and on certain days.
   2. Inform whether you authorize us to send a technician to your location. You can select 24x7 or only within certain timeframes and on certain days. If you authorize us to send a technician, you also need to provide a local contact for that location.
      
      
8. To attach a document, click Add Attachment. Browse to find the file, and then click Open.

Note: You can attach a document that provides a detailed explanation of the problem or more information about your request. Up to five documents (up to 2MB each) can be uploaded.

9. In the Contacts section, do the following:

From the Preferred Contact Method list, select how you want Brightspeed to contact you about this issue.

Either leave yourself as the primary contact or manually fill in the contact information for that person.

If you want to add a secondary contact for this issue, type their information.

Note: By default, you'll be listed as the primary contact using the information in your Business Hub profile. You can edit your contact information or select an alternate contact from the Primary Contact list.

Click Submit.

Your ticket is submited. A representative will be assigned to your ticket within 1-4 hours. You can now track the status of your ticket with other open tickets for your organization.