How to Open a Support Request

We have several avenues of communication with our Support Team

• by phone +1 310 356-4811 or Toll Free 877 660-6677 - we love to hear your voice 24/7
• by ticketing through UniVoIP's Service Control Billing&Support Portal
• by email support@univoip.com - NOTE: This contact method is under maintenance and may have a longer than normal response time. We apologize for any inconvenience.

Step-by-Step Guide for opening a UniVoIP Support Request through Service Control

1. Navigate to your Company's personalized Service Control Link
2. Log into your Service Control Portal
   1. Please call our Support Team if you have not yet accessed Service Control
3. Please click on Billing & Support on the left-hand sidebar menu under Management
   
4. A new tab will appear on your browser window with your Account Dashboard
5. Click on the Service Desk tab
   

6. Click on the Create Ticket button in the upper right-hand corner
   

7. Fill out the ticket form with the details of your request, and click Submit
8. You will now see the new ticket in your My Ticket results
9. You can make adjustments to the Ticket Filters and Period of Tickets in your view
   

You will receive email updates on your ticket updates/progress

To make an update on an open ticket

1. While in Service Desk click on the open ticket number
2. Click on the Ticket Reply Message
   
3. Type your message, and attach any necessary documents
4. Click Reply

Once the Support Technician assigned to your ticket sees your reply they will update your ticket and provide you with the current status of your request.

You can also call our Support Team and reference your ticket number as well.

To pause/close/escalate a ticket

1. Click on the Update Ticket button in the upper right-hand corner
   
2. Select an appropriate action and action type
3. Enter your comment and click submit

For an admin training session for UniVoIP's Service Control Please contact our Support Team.

Thank you

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