How to Access Built-in Support Portal in xCloud

xCloud’s new Support Portal makes it easier for you to manage and track your technical issues. Unlike the previous portal, the new system gives you a single dashboard to view tickets, create new ones, and communicate directly with the support team. 

This guide shows you how to open the portal, find and filter your tickets, create a ticket, follow the replies, and give team members access.

How to Access Previous Support Tickets 

All new support tickets are created in the built-in xCloud Support Portal. Tickets from the old portal (support.xcloud.host) are being brought into the new portal, and old ticket links are being redirected to the same ticket inside xCloud. If an old ticket link cannot be matched, you are taken to All Tickets. If you cannot find an older ticket there, contact support.

To see your tickets, open the Support Portal. Create every new ticket there.

Step 1: Accessing the Support Portal

To access the support portal, go to the left menu and select the ‘Support’ option. Once you click it, you will be redirected to the ‘All Tickets’ page.

On this page, you will see an overview of your tickets, including ‘Total Tickets’, ‘Open Tickets’, and ‘Closed Tickets’. This section gives you a quick view of your overall ticket activity.

The Support sidebar also has Access Code (your team’s support access code), Book a Meeting (schedule a call with our hosting experts), and Live Chat when chat is available.

If the portal is under maintenance, a notice appears and creating tickets and sending replies are paused. Your existing tickets stay visible.

Step 2: Viewing Ticket Details

To make navigation easier, you can filter tickets using different options such as ‘Shows’, ‘Status’ (default ‘All Status’), ‘Sort By’, and ‘Sort Type’ which allows you to organize tickets in either ascending or descending order. There is also a ‘Search’ field that allows you to quickly find tickets based on your preferences.

In the ‘Total Tickets’ section, you can view the important information about each ticket. This includes the ‘Ticket Details’, the ‘User’ who created it, the current ‘Status’, the related ‘Server’, the ‘Sites’, and the available ‘Action’ options. From here, you can check any tickets by clicking on the ‘View’ button.

Step 3: Creating a Ticket

If you want to create a new ticket, click Create Ticket at the top right of the All Tickets page, or in the Support sidebar. Once there, select the ‘Team’ from the dropdown list, choose the most suitable ‘Topic’ (General Help, Technical Support, Billing, Free Migration, or Sales/Others) and answer ‘How urgent is this?’ (Normal, Medium, or Critical).

Then write the ‘Subject’ of your ticket. As you type the subject, xCloud may suggest an AI answer and related docs that could solve the issue right away. You should then provide a brief but clear explanation in the ‘Descriptions’ field so the support team understands the problem.

If you choose Free Migration, the Additional Information (Optional) section further down also shows Number of Sites, Hosting Type, Want to migrate more? and xCloud Server IP. These fields are not required.

In addition to text, you can upload up to 10 supporting files in the ‘Attachments (Optional)’ section: PNG, JPG, PDF, DOC, or DOCX, up to 10 MB each. In the ‘Additional Information (Optional)’ section, you can specify the related ‘Servers’ or ‘Sites’ that are connected to the issue.

After you select a site or server, you can turn on Allow Magic Login for Support and Allow SSH Access for Support. The Support access validity field is always shown. Set it to the number of days (0 to 30, default 30) support may reach your servers and sites. xCloud creates a support access code for that period, and 0 grants no access. See How to Grant and Revoke xCloud Support Access. Once all the required fields are completed, click on the ‘Create Ticket’ button to submit it.

Step 4: After Ticket Creation

xCloud opens your new ticket and shows Support ticket created successfully! The ticket is also listed in All Tickets. If you chose a different team, xCloud tells you the ticket was created for that team. Switch to that team to open it. You will be able to see replies from the xCloud support team whenever they respond. You can also continue the conversation by writing in Add Reply, making it easy to track the progress of your request.

From the ticket page you can click Close Ticket or Reopen Ticket. Use Edit (also in the ticket list) to change Magic Login, SSH access, and access validity at any time, or Extend Access to give support more days. In Edit, the new number of days counts from today. Entering 0 keeps the current period, so it does not end support access. To end access, see How to Grant and Revoke xCloud Support Access. Tickets the support team opened for you are marked Opened by Support.

Give Role Permission to Team Member

If you want to give one of your team members access to the xCloud Support portal and allow them to manage tickets, select All Team in the left menu, open your team, then click Change Role next to the member. Under Role Permission, find Support. Then, assign the permissions according to your preference and click Update Member. For more on roles, see How to Manage Teams, Roles, and Permissions in xCloud. The Support permissions are separate: view (tickets and the access code), create, reply, close, reopen, and manage. Anyone who can create a ticket grants support access through its validity field. Only a team admin with the manage permission can later Edit or Extend Access on a ticket.

Expected result: The member can now use Support with the permissions you assigned, such as viewing, creating, or replying to tickets.

Frequently asked questions

How can I view my old tickets?

Open All Tickets in the xCloud Support Portal. Old tickets are being brought into the new portal, and you do not need to do anything. If one is missing, contact support.

Where can I create new tickets?

You can create new tickets only in the new xCloud Support Portal. Click Create Ticket at the top right of the All Tickets page, or in the Support sidebar.

Can I provide access to my team members to see my tickets and manage them?

Yes. Select All Team in the left menu, open your team, then click Change Role next to the member, and choose their Support permissions under Role Permission.

Want to know what to include in a ticket, how urgency works and when our team is online? Read the xCloud Support Center guide.

Still stuck? Contact our support team for any of your queries.