Updating a support ticket
You can update an open support ticket to add notes (to communicate with Lumen), upload attachments, or change the contact information for the ticket.
To update a support ticket:
- Sign in to Media portal. (Get help resetting your password)
- From the main menu, select Support Tickets.
Media portal lists active tickets for your organzation, tickets closed within the last 30 days, and the status for each ticket:
- In Progress—we received your ticket and are assigning it to a technician to work on your service issue or request.
- Active—the support ticket is still open and we are working on your service issue or request.
- Closed—we resolved your service issue or you closed the support ticket.
- Complete—we completed your request to move, add, or change your service.
- Cancelled—you canceled the request to move, add, or change your service.
- Click the ticket ID hyperlink for the ticket you want to update.
Media portal shows details for the support ticket.
- Update the ticket by doing any of the following:
- To update the contact information for the ticket, update the Primary Contact, Phone, and/or Email fields.
- To add a note to the ticket, type the information in the Add a Note field.
- To add an attachment to the ticket, click Upload, browse for the file you want to attach (up to 20MB), then click Open.
- To update the contact information for the ticket, update the Primary Contact, Phone, and/or Email fields.
- When you're done, click Save Changes.
Explore Media portal
Top content
- Topics covered on this page:
