Create a Ticket

Tickets

Tickets are divided into two main categories, Support Cases and Remote Hands requests. Support Cases are used to report issues with your Cyxtera products and/or services. Remote Hands requests allow you to use Cyxtera staff to perform work in your colocation space at your direction, saving you a trip to the data center.

You can start a ticket in two different ways:

  • In the Navbar. Choose Create, then select Support Case or Remote Hands. You’ll be taken to the Create Ticket form.
  • From the overview. Scroll down until you get to the Tickets section and click Create New Ticket. You’ll be taken to the Create Ticket form.
The "Create New Ticket" button is located within the heading of the Tickets widget on the Account Overview page of the portal.The "Create New Ticket" button is located within the heading of the Tickets widget on the Account Overview page of the portal.

The "Create New Ticket" button is located within the heading of the Tickets widget on the Account Overview page of the portal.

The first step of creating a ticket is choosing between Support Cases and Remote Hands tickets.

Cases are used to report issues with your Cyxtera products and/or services. Cases can also be used when there is not an applicable catalog item for your request. Remote Hands requests allow you to use Cyxtera staff to perform work in your colocation space at your direction, saving you a trip to the data center. Existing Gold Support customers will use Remote Hands Requests to make Gold Support requests.

Create a Support Case Ticket

Creating a support case ticket is the best way to get in touch with us about issues with your products, services, or account; to ask questions; or to get in touch with suggestions and feedback. It gives us all the information we need to help you, and you can quickly see the status of your requests in the Tickets section of the portal.

🚧

For critical issues, please contact Customer Care

For Critical issues, please contact Customer Care at 1-800-884-3082 in the US. You will be asked to provide your 6-digit pin any time you call Customer Care. Your 6-digit PIN can be found by selecting "Support" at the top of the account overview page.

  1. Use your preferred method to start a support case ticket, for example, select Create on the navbar, and then Support Case.
  2. Choose Ticket Type: Check that Support Case is selected. Select it, if not.
  3. Choose Case Type: Select the correct option for which you need assistance.
  1. Select a Product & Asset:
    • Choose the relevant account and product in this section.
    • If your request is about a specific asset, select it from the third column. You can either browse until you find the asset you’re looking for, or use the Search box to search by name or by alias.
    • Asset is an optional field, so if your request isn’t about a specific asset, carry on to the next section to give more details.
  2. Additional Details: Add all the information requested, including the title, description, impact, and urgency. All the fields must be completed. The priority is automatically calculated from the combination of the impact and urgency of the support you need.
  3. Select Submit Ticket. You should see a message confirming the request has been successfully received.

Viewing your support tickets

To see any support case tickets created for your account, you can go to the portal overview and scroll down to the Tickets section. You’ll also see any Remote Hands tickets here, too.

Select the ticket to:

  • See the details relating to the case
  • Attach any relevant documents
  • Message us about the case

Create a Remote Hands Ticket

Remote Hands is a service that enables you to instruct Cyxtera staff to work in any of your data center spaces, saving you from having to visit the data center yourself. Our team can perform a wide variety of tasks, including rebooting equipment, replacing or upgrading components, loading media, troubleshooting physical ports, entering commands and relaying responses, inventory management, labeling, and much more.

To ask us to do work for you, you’ll need to raise a Remote Hands ticket. This tells us what we need to do, and when. The charges for the Remote Hands service are detailed in our contract with you.


When you create a Remote Hands ticket, you use the portal’s Create Ticket form, with the Remote Hands option selected.

You can start a Remote Hands ticket from a number of different places, and we simplify the process where we can. For example, we pre-fill the ticket with the asset and location you’re working on, if you start the ticket in the Spaces area of the portal.

You can start a Remote Hands ticket from these places:

  • In the navbar. Choose Create, then Remote Hands. You’ll be taken to the Create Ticket form, and the Remote Hands ticket type will already be selected for you.
  • From the overview. Scroll down until you get to the Tickets section and click Create New Ticket. You’ll be taken to the Create Ticket form. You’ll need to select Remote Hands under Choose Ticket Type.
  • Within asset modules. Select the three dots next to the asset name and choose Create Remote Hands Ticket. You’ll be taken to the Create Ticket form, where the Remote Hands ticket type and asset details are pre-populated for you.
  • After a New Shipment request. Choose New Remote Hands after you’ve completed a New Shipment Request to notify us about an inbound package. This pre-fills the Create Ticket form with the shipment details – you’ll see this field when you complete step 4 of the form.

You’ll now need to complete the rest of the Create Ticket form.

  1. Use your preferred method to start a Remote Hands ticket, for example, select Create on the navbar, and then Remote Hands.
  2. Choose Ticket Type: Check that Remote Hands is selected. Select it, if not.
  3. Select the Asset: Check whether the asset you want your request to cover is already selected. If not, you can either browse until you find the asset you’re looking for, or use the Search box. You can search by name or by alias.
  4. Choose Work Type: Choose the appropriate option based on the needs for the task.
  1. Additional Details: Add all the information we’ll need to perform the Remote Hands task for you. Fields must be completed unless they’re marked as optional.
  2. Priority: Choose from Critical, High, Medium, and Low. The Priority field allows you to convey to Cyxtera the level of importance this request has to your business. If you select "P1 – Critical", please contact the Customer Support center by phone immediately following submission of the ticket so that we can begin working with you as quickly as possible to address your request.
  3. Scheduling: If you would rather plan your request for a particular date and time, you’ll need to select Yes in the Scheduling Required dropdown, and enter the date and time in your account’s time zone. (You can choose to view the date and time in a second timezone alongside this.)
  4. Submit Ticket. You should see a message confirming the request has been successfully received.

Viewing your Remote Hands tickets

To see any Remote Hands tickets created for your account, you can go to the portal overview and scroll down to the Tickets section. You’ll also see any Support Case tickets here, too.

Select the ticket to:

  • See the details relating to the request
  • Attach any relevant documents
  • Message us about the request