Support & Tickets

The HUC Support portal at hostupcloud.help lets you create and manage support tickets. You're signed in automatically via SSO. Guests can also submit tickets without an account.

Dashboard

Your support dashboard shows:

• Total Tickets — all-time ticket count
• Open Tickets — currently active issues
• Pending Tickets — awaiting your response
• Closed Tickets — resolved issues
• Recent Tickets — your last 5 tickets with status and priority

Creating a Ticket

Step 1: Select Department

Choose the department that best matches your issue. Each department may have:

• Auto-response enabled (automatic acknowledgment)
• Feedback requests on closure

Step 2: Fill in Details

Rich Text Editor

The description field supports full formatting:

• Text: Bold, italic, underline, strikethrough, code
• Structure: Headings (H1–H3), bullet lists, numbered lists, blockquotes
• Advanced: Tables, links, code blocks
• Preview: Switch between Write and Preview tabs

After Submission

• You'll see a confirmation with your ticket number (format: #HUC-XXXX-XXX)
• An email confirmation is sent to your address
• You can view the ticket immediately or create another

Viewing Tickets

Go to My Tickets to see all your tickets with:

• Search by ticket number or subject
• Filter by status and priority
• Filter by time range (last 3 days to last 1 year)
• Pagination (10 tickets per page)

Ticket Details

Click a ticket to view the full conversation:

• Messages — all replies with author, role (Client/Agent), timestamp, and attachments
• Reply — rich text editor with file attachments (up to 5 files per reply)
• Sidebar — status, priority with SLA info, department, assigned agents, dates
• CC Manager — add or remove CC recipients

Ticket Actions

• Close Ticket — mark as resolved
• Reopen Ticket — reopen a closed ticket if the issue persists

Guest Tickets

You can submit tickets without a HUC account:

1. Visit hostupcloud.help/ticket.
2. Select a department (guest-visible departments only).
3. Fill in your name, email, and ticket details.
4. After submission, you'll receive a link with a guest token to track your ticket.

Check Ticket Status

Visit hostupcloud.help/status to check any ticket's status without logging in:

1. Enter your ticket number (e.g., HUC-2024-001).
2. Enter your email address (for verification).
3. View the ticket status, priority, department, assigned agents, and timeline.

Priority Levels

Tickets have configurable priority levels with SLA response and resolution times:

Contact Channels