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Tickets for Reseller Sub-Accounts

As a reseller, you might need to help sub-accounts with their assets. To create and manage tickets for sub-accounts, use the Managed Solutions Portal through the Equinix Customer Portal (ECP).

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Contact your sales representative to verify your permissions to create and manage reseller sub-accounts.

Create Tickets for a Sub-Account​

If you're already logged into the Managed Solutions Portal, you can access the Assets screen by selecting Manage Assets from the Administration menu.

Or you can access it through Customer Portal.

  1. Log in to the Customer Portal.

  2. From the Administration menu, select Reseller Customer Management.

    The Reseller Customer Management page shows your accounts.

  3. To view a list of sub-accounts, click the arrow next to the account name.

  4. Click the options menu in the right-most column and select Managed Solutions View Tickets.

    You are taken to the Managed Solutions Portal. The list of tickets for your sub-accounts is displayed.

  5. Click Create Ticket on the upper right side of the window.

  6. On the Create Ticket page, click a card to select an issue type from the Service Catalog. You can use the search and filter options at the top to narrow the choices.

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    The issue type shown may vary, based on your account and permissions.

    The Create Ticket form is displayed.

  7. In the Details section, choose a Category, Product, and Service.

  8. Click Ticket for Sub Account.

  9. Enter a Subject and Description for the ticket.

  10. Click Create Ticket.

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Sub-account users can view the tickets you create for them.

Managing Tickets​

Resellers can use the Managed Solutions Portal to view and manage open tickets for all their sub-accounts.

Sub-account users can also view and add information to the tickets assigned to their sub-accounts.

The sub-account user or contact can only view the tickets for their account.

Only basic tickets can be created by a sub-account user. When the sub-account user creates a ticket, the Service Catalog cards are filtered to show only the items that are related to assets assigned to the sub-account.