--- title: Create and Escalate Support Tickets description: You may find that you need to open a support ticket. Tickets can be raised via email, or in the portal. We are here to help with any questions, concerns, or requests. --- [Skip to content](https://ukdocs.access4.com/create-and-escalate-support-tickets#main-content) [![Untitled design-3](https://ukdocs.access4.com/hs-fs/hubfs/Untitled%20design-3.png?width=300&height=60&name=Untitled%20design-3.png)](https://documentation.luminatewholesale.com/?hsLang=en) Open main navigation Close main navigation How Can We Help You? - There are no suggestions because the search field is empty. 1. [Access4 UK Knowledge Base](https://ukdocs.access4.com/?hsLang=en) 2. [ADMIN](https://ukdocs.access4.com/admin?hsLang=en) 3. [Support](https://ukdocs.access4.com/admin?hsLang=en#support) # Create and Escalate Support Tickets ## You may find that you need to open a support ticket. Tickets can be raised via email, or in the portal. We are here to help with any questions, concerns, or requests. ### Raising A Ticket Before raising a ticket, ensure you have checked the documentation at [documentation.luminatewholesale.com.](https://documentation.luminatewholesale.com?hsLang=en) Tickets can be raised in 1 of 3 ways 1. Log into the support portal at [support.luminatewholesale.com](https://support.luminatewholesale.com). 2. Click the "Tickets" button in the portal. ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Jul-30-2024-11-58-15-3554-PM.png?width=94&height=96&name=image-png-Jul-30-2024-11-58-15-3554-PM.png) 3. Send an email to help@luminatewholesale.com **WARNING -** We recommend **not** raising tickets via email, this is because raising a ticket via the portals will prompt you for all the information needed on a ticket. **NOTE -** If its urgent, you can also call us at **0333 188 7878** **IMPORTANT:** Our Support hours at 9am - 5:30pm Monday to Friday. Any tickets raised outside of these hours will not be responded to until the listed times. ### Best Practices ![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/4157/direct/1688800862254-image-20230524-201945.png) When raising tickets it is vital that you include as much information as possible. The more information we have the faster we can solve your ticket. **IMPORTANT -** If you have highly urgent issue (half or more of all devices on a domain unable to make or receive calls). Then please state this at the top of your ticket. **NOTE -** Failing to provide enough information will slow down your ticket, as you will likely just be prompted for more information or referred back to this article. #### **Detailed Subject** The subject of the ticket should accurately reflect the details of the issue. For instance, a subject of "Caller ID" is fine, but "Simultaneous Ring to Mobile Phone Displays User Extension Instead of the Caller's ID" is better. **NOTE -** If you're ticket is just a query or request then you don't need to go into as much detail. #### Description Write a full, detailed description of the problem you are experiencing. When possible, we recommend describing the issue by breaking it into three separate areas: (1) describe the issue, (2) explain the steps to reproduce the issue, (3) explain how you troubleshoot the issue, and (4) provide further documentation such as a call trace URL. **Describe the Issue** - What is happening now? - What is the expected behaviour? - If a configuration isn't working, what differences do you notice when it is enabled or disabled? If you've changed the configuration back to its original state, document what settings have been reconfigured. - Explain whether the issue is happening with a user, with a domain, an on-net number, etc. - List any recent configuration changes made to the servers or network. **Explain the Steps to Reproduce the Issue** - Provide the steps to duplicate where the issue is happening (first we clicked this, then we typed in this, and so on). - Provide user credentials (not applicable in every situation). **NOTE -** If your issue is intermittent and you are unable to replicate, please ensure to collect example logs (usually in the form of SIP Traces). We need at least 3 examples within a 48 hour period.   **Explain How You Troubleshot the Issue** - Give clear descriptions of what you already did to troubleshoot the problem. - Did you try with multiple users? - What data did you review? - Did you delete and reinsert a setting? - Did you attempt to access in incognito? **Provide Further Documentation** Make sure to take screenshots, or even better, record a video. Collect multiple SIP Traces with each being a different scenario ([How to Share a SIP Trace](https://documentation.luminatewholesale.com/how-to-share-a-sip-trace?hsLang=en)). **NOTE -** If you are unable to get SIP Traces of the issue because the calls aren't showing in the call history, then it will likely be one of the following issues: If inbound calls are failing and not appearing in the call history, it is likely a carrier fault. Simply raise the ticket as normal but state the above. If your phone is provisioned but outbound calls are failing and not showing in the call history: - [SIP ALG Is enabled](https://documentation.luminatewholesale.com/what-is-sip-alg-and-should-it-be-on-or-off?hsLang=en) - [The invites are being blocked somewhere on the network.](https://documentation.luminatewholesale.com/supported-network-configurations-best-practices-and-things-you-should-know?hsLang=en) - [Our Firewall Is blocking the invites because the MTU size is too high](https://documentation.luminatewholesale.com/issues-caused-by-mtu?hsLang=en)   ### Escalations Whilst we do our best to solve all tickets within a timely manor, sometimes they need a push. **WARNING -** Our SLA for ticket responses is 4 working hours, any escalations on tickets still within this SLA will be rejected. To escalate, please send an email with the ticket details to: > **Emi Pritchard** > Head of Service Delivery > emi@luminatewholesale.com If you wish to escalate further, please email > **Jordan Tillotson** > Channel Manager > jordan@luminatewholesale.com   - [Videos](https://ukdocs.access4.com/videos?hsLang=en#main-content) - [LMS](https://ukdocs.access4.com/videos?hsLang=en#lms) - [PBX](https://ukdocs.access4.com/pbx?hsLang=en#main-content) - [Auto Attendants](https://ukdocs.access4.com/pbx?hsLang=en#auto-attendants) - [Changelogs/Feature Releases](https://ukdocs.access4.com/pbx?hsLang=en#changelogs-feature-releases) - [Users](https://ukdocs.access4.com/pbx?hsLang=en#users) - [General](https://ukdocs.access4.com/pbx?hsLang=en#general) - [Phone Numbers](https://ukdocs.access4.com/pbx?hsLang=en#phone-numbers) - [Devices](https://ukdocs.access4.com/pbx?hsLang=en#devices) - [CDR & Call History](https://ukdocs.access4.com/pbx?hsLang=en#cdr-call-history) - [Voicemail](https://ukdocs.access4.com/pbx?hsLang=en#voicemail) - [Queues](https://ukdocs.access4.com/pbx?hsLang=en#queues) - [Answering Rules & Time Frames](https://ukdocs.access4.com/pbx?hsLang=en#answering-rules-time-frames) - [Domains](https://ukdocs.access4.com/pbx?hsLang=en#domains) - [FAQ](https://ukdocs.access4.com/pbx?hsLang=en#faq) - [APPLICATIONS](https://ukdocs.access4.com/applications?hsLang=en#main-content) - [Insights](https://ukdocs.access4.com/applications?hsLang=en#insights) - [Web App](https://ukdocs.access4.com/applications?hsLang=en#web-app) - [Mobile App](https://ukdocs.access4.com/applications?hsLang=en#mobile-app) - [HARDWARE](https://ukdocs.access4.com/hardware?hsLang=en#main-content) - [Snom](https://ukdocs.access4.com/hardware?hsLang=en#snom) - [Fanvil](https://ukdocs.access4.com/hardware?hsLang=en#fanvil) - [Grandstream](https://ukdocs.access4.com/hardware?hsLang=en#grandstream) - [General](https://ukdocs.access4.com/hardware?hsLang=en#general) - [Cisco](https://ukdocs.access4.com/hardware?hsLang=en#cisco) - [Polycom](https://ukdocs.access4.com/hardware?hsLang=en#polycom) - [Yealink](https://ukdocs.access4.com/hardware?hsLang=en#yealink) - [Avaya](https://ukdocs.access4.com/hardware?hsLang=en#avaya) - [VOIP & NETWORKING](https://ukdocs.access4.com/voip-networking?hsLang=en#main-content) - [VoIP](https://ukdocs.access4.com/voip-networking?hsLang=en#voip) - [Troubleshooting](https://ukdocs.access4.com/voip-networking?hsLang=en#troubleshooting) - [Routers](https://ukdocs.access4.com/voip-networking?hsLang=en#routers) - [Networking](https://ukdocs.access4.com/voip-networking?hsLang=en#networking) - [ADMIN](https://ukdocs.access4.com/admin?hsLang=en#main-content) - [Onboarding](https://ukdocs.access4.com/admin?hsLang=en#onboarding) - [Support](https://ukdocs.access4.com/admin?hsLang=en#support) - [Billing](https://ukdocs.access4.com/admin?hsLang=en#billing) - [PORTING & NUMBERING](https://ukdocs.access4.com/porting-numbering?hsLang=en#main-content) - [Number Management](https://ukdocs.access4.com/porting-numbering?hsLang=en#number-management) - [Porting](https://ukdocs.access4.com/porting-numbering?hsLang=en#porting) - [ADD ONS](https://ukdocs.access4.com/add-ons?hsLang=en#main-content) - [Vonage SMS](https://ukdocs.access4.com/add-ons?hsLang=en#vonage-sms) - [Teammate - Microsoft Teams Integration](https://ukdocs.access4.com/add-ons?hsLang=en#teammate-microsoft-teams-integration) - [CallCabinet - Advanced Call Recording Analytics](https://ukdocs.access4.com/add-ons?hsLang=en#callcabinet-advanced-call-recording-analytics) - [Datagate - Telecoms Billing Engine](https://ukdocs.access4.com/add-ons?hsLang=en#datagate-telecoms-billing-engine) - [Call Transcription & Sentiment Analysis](https://ukdocs.access4.com/add-ons?hsLang=en#call-transcription-sentiment-analysis) - [Nava - CRM Connector](https://ukdocs.access4.com/add-ons?hsLang=en#nava-crm-connector) - [PromptVoice - Professional Voice Recordings](https://ukdocs.access4.com/add-ons?hsLang=en#promptvoice-professional-voice-recordings) - [COMPLETE TRAINING](https://ukdocs.access4.com/complete-training?hsLang=en#main-content) - [Help Desk](https://ukdocs.access4.com/complete-training?hsLang=en#help-desk) [![Untitled design-3](https://ukdocs.access4.com/hs-fs/hubfs/Untitled%20design-3.png?width=100&height=20&name=Untitled%20design-3.png "Untitled design-3")](http://uk.access4.com) 1 Hardman St, Manchester M3 3EB Copyright © 2025 Access4 UK