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Edit an Online Ticket in Cox Business MyAccount

Solution

In Cox Business MyAccount, you have the ability to access and edit the open tickets that have been created for your business. This option is only available for your open tickets and it provides you with the following opportunities.

  • Ability to add an attachment to your ticket which may include a screenshot of the issue that is occurring.
  • The Comment Log enables you to communicate with the Cox Business representative by adding details or responding to a request.

Follow the steps below to edit your open tickets.

1

From the Tickets pop-up window, click the open ticket.
 

Image of My Support Section

2

From the Ticket Details window, locate the category to edit.

  1. Click the + icon next to the applicable category. The information for each category is outlined in the table below.

    CategoryInformation Provided
    Contact InformationDisplays the following contact information for your account.
    • Preferred Contact
    • Alternate Contact
    • Originator Contact
    Request DetailsProvides the following basic details captured from ticket creation.
    • Date Created / Modified / Resolved
    • Request Type / Service Type
    • Account Alias
    • Customer Reference Number
    Issue DescriptionProvides details, entered by the ticket creator, that relates to the concern.
    Comment LogDate, Time, and the Author of the Journal Notes on the ticket.
    Restoral ActivityResolution details include the Date, Time, and Resolution category.
    View Ticket Activity LogActivity includes Status Updates, Resolutions, including Date and Time.
  2. Click Edit Ticket

    Image of Edit Ticket button
3

From the Edit Ticket Details window, complete the following steps.

  1. Update any of the following editable fields outlined in the table below.

    CategoryEditable Field
    Contact Information
    • Full Name
    • Callback Number / Ext
    • Email Address - all of the ticket status update emails are sent to this email address
    • Preferred Contact Method
    • Add an Alternate Contact
    Request DetailsCustomer reference number - an optional field where you may enter any internal tracking numbers your business may use
    Issue DescriptionAllows you to add an attachment to assist in troubleshooting an issue; for example, a screenshot or documentation
    Comment LogAdd details or respond to a request that was sent to you from Cox Business
  2. To save your updated information to the ticket for a Cox Business representative to review, click Save Ticket.
New MyAccount

Cox Business MyAccount Updates

With the new and improved MyAccount portal from Cox Business, you’re in control. Included with your Cox Business services, it’s all right at your fingertips anytime, anywhere. 

 

  • Perform a health check on your services and reset your equipment
  • Easily configure key features and settings like voicemail and call forwarding
  • View your balance and schedule payments

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