Using the Lumen Cloud Support web interface

Updated by Erik Jensen on Sep 22, 2016
Article Code: kb/371


The Lumen Cloud Support web interface enables you to view and update your support requests.


Lumen Cloud customers


Must have a username and password for -- this credential is separate from your Control user account

  • Note that the first time you submit a ticket via email, you will receive a Welcome response asking you to register. If you don't register you can use the forgot password workflow to reset your password via email.

Additional Resources

Accessing the Support ticketing web interface
Ticket Prioritization Matrix
How To Escalate a Ticket

Additional Information

Navigate to and log in using your support site credentials.
From the menu at the upper right you can select to submit a request or check your existing by clicking on your user profile and selecting "My activities".

Checking on existing requests
From the "check your existing requests" section, click on the ticket you wish to see more information about.
From here, you can view ticket details, including:

  • The Lumen Engineer that's assigned to the request
  • Ticket status
  • Ticket priority (Normal or High)
  • Comments that have been made on the request
  • The ability to edit the ticket by updating with a comment, or marking the ticket as resolved