Open a support ticket

VKB-1003How-to

📦 Applies to

XCP-ngXen Orchestra

🗓️ Created

2026-08-05

🔄 Updated

2026-08-05

🏷️ Tags

#support#helpdesk#account

Environment

• A Vates account with an active support subscription or bundle.
• The helpdesk account is created once, from the account portal; afterwards you log in to the helpdesk directly.

Procedure

First connection

1. Log in to the account portal at account.vates.tech.
2. Navigate to the Support section.
3. To create your helpdesk account, confirm your password and click Create Helpdesk account.
4. Access the helpdesk via the link on that page, or directly at help.vates.tech.

Create the ticket

1. In the helpdesk, open a new ticket with the green plus button at the bottom right of the screen.
2. Complete all mandatory fields and include the relevant details (product, version, pool topology, logs) so the support team can assist you without a round trip.

Language selection

The interface defaults to English. To change it, open your profile settings and choose from the available languages.

Verification

You receive a confirmation email when the ticket is created; the ticket also appears in your helpdesk overview. You can reply directly to that email to update the ticket.

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