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Edit an Online Ticket in Cox Business MyAccount

Solution

In Cox Business MyAccount, you can 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 Ticket Summary window, click the open ticket.
 

Image of Ticket Summary Open Ticket

2

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

  1. Click the applicable tab for the category you will be editing.

    Image of Category Tabs

    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.
    • Customer Name
    • Account Alias
    • Customer Reference Number
    • Date Created / Modified / Resolved
    Issue DescriptionProvides details, entered by the ticket creator, that relates to the concern.
    Comment LogDate and time Added, Journal Notes on the ticket.
    Restoral Activity
    • Estimated and Actual Arrival Date / Time
    • Restoral Activity Performed
    • Stop Clock Condition and Duration
    Resolution details include the Date, Time, and Resolution category.
    View Ticket Activity Log
    • Description
    • Actions Performed
    • User Name
    • Date Modified
  2. Click Edit Ticket

3

From the Edit Ticket Details window, update any of the following editable fields outlined in the table below.
 

CategoryEditable Field
Contact Information
  • Full Name
  • Callback Number / Ext
  • Email Address - Ticket status updates are sent to this email address
  • Preferred Contact Method
  • Add an Alternate Contact
Request Details
  • Customer Name
  • Account Alias
  • Customer reference number - Optional field to enter internal tracking numbers
  • Date / Time Created
  • Last Date Modified
Issue Description
  • Service Category
  • Issue
  • Additional Details
  • Attachments - Add attachment to assist in troubleshooting an issue; for example, a screenshot or documentation
Comment Log
  • Date Added
  • Note - Enter details or respond to a Cox Business request
  • Added By - Name of person that submitted the ticket
Restoral Activity
  • Estimated / Actual Arrival Date/Time
  • Store Clock Condition
  • Stop Clock Condition Duration
  • View Ticket Activity Log
4

To save your updated information to the ticket for a Cox Business representative to review, click Save.

Image of Save button

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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