Topic
This guide explains the best practices for submitting support tickets to Cytracom for both Cytracom Voice and Cytracom ControlOne during business and after hours emergency support. Clear and complete ticket submissions help us resolve issues quickly and efficiently.
1. How to Submit a Ticket + Ticket Submission Best Practices
Submitting a clear and detailed ticket helps our team troubleshoot quickly and accurately.
Use the following steps and guidelines when opening any support request.
Where to Submit a Ticket
You can open a ticket through:
- Support Portal: Visit help.cytracom.com → click Submit a Ticket
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Email
- Technical Support: support@cytracom.com
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Phone: 877-411-2987 (Mon–Fri, 7:00 AM–6:00 PM CDT)
- UCaaS(voice) Support: option 1, then option 1
- ControlOne Support: option 1, then option 2
What to Include in Your Ticket
Subject Line
Use the format:
Company Name – Brief Description of the Problem
Example: “Cytracom – Internet is down”
Description / Details
- Provide as much relevant information as possible, such as:
- What is happening? Describe the symptoms clearly.
- When did it start? Date, time, or approximate timeframe.
- Impact: How many users or locations are affected?
- Network details: Firewall/router/switch model and ISP (if applicable).
- Hardware information: Firmware versions, serial numbers, MAC addresses, etc.
- Affected locations: Which sites or offices are impacted?
- Contact details: Best callback number and preferred contact method.
Example:
“My client, XYZ Company, is experiencing internet issues at their Dallas location beginning this morning. Firewall: SonicWall TZ500 running firmware 123.67b. ISP: Comcast. Only the Dallas office is affected. You can reach me by phone or email; my best contact number is xxx-xxx-xxxx.”
2. Urgent Issues: Definition + How to Submit an Urgent Ticket
Urgent issues require immediate attention and should only be used for critical outages with major business impact. This section explains what qualifies as Urgent and how to contact Cytracom after hours.
What Counts as an Urgent Issue?
Urgent issues are severe, service-impacting problems that affect multiple users or locations, with no available workaround.
Urgent – UCaaS (Voice, Fax, Desktop/Mobile Apps)
- A UCaaS issue is considered urgent when one or more apply:
- Complete loss of voice service for an entire site
- Inbound or outbound calling completely unavailable (not a single-user issue)
- Multiple phones unable to register
- Auto-attendant, call queues, or emergency calling completely nonfunctional
- All fax services down with no workaround
Urgent – ControlOne (Networking and Connectivity)
- A ControlOne issue is considered urgent when one or more apply:
- A location is completely offline with full loss of WAN/LAN connectivity
- All users unable to pass traffic (internet, cloud, or inter-office)
- Critical multi-site routing failures
- Complete outage of gateway, SASE policy enforcement, or core security functions
- Severe degradation impacting essential business operations with no workaround
If the issue affects only one user or has a temporary workaround, it should typically be submitted as High, not Urgent.
How to Submit an Urgent Ticket (After Hours)
If an urgent issue occurs outside standard support hours, use one of the following methods:
Email
Include “Urgent” or “Emergency” in the subject line or description.
Support Portal
Set the Priority to High or Urgent when submitting the ticket.
Phone
- Call 877-411-2987, then choose:
- Option 1 – Emergency/Urgent UCaaS (phone, fax, apps)
- Option 2 – Emergency/Urgent ControlOne issues
- Option 3 or no selection – Leaves a voicemail in the general support queue, addressed next business day
3. Support Hours
Standard Support Hours:
Monday–Friday, 7:00 AM–6:00 PM CDT
After-hours support is reserved exclusively for Urgent-level issues.