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SOP-T1-16: AT&T Portal Guide

Express Ticketing Reference — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-16

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-01 — Customer-Reported Connectivity Issues REF-T1-01 — Carrier Contact Directory

1. Purpose

This procedure explains how to use the AT&T Express Ticketing portal to open a new ticket, check the status of an open ticket, and escalate a ticket in the portal.

2. Scope

This procedure applies to all Tier 1 work inside the AT&T Express Ticketing portal. It supports — but does not replace — SOP-T1-01 (Customer-Reported Connectivity Issues), which describes when to contact a carrier; this SOP covers how to use the AT&T portal itself.

3. Roles & Responsibilities

Tier 1 Support Associate: Opens and tracks AT&T tickets in the portal, escalates when needed, and logs the AT&T ticket number and PIN code in HubSpot.

T1 Manager: Approves this SOP.

4. Prerequisites

Non-Technical Prerequisites

  • Access to the AT&T Express Ticketing portal.

Technical Prerequisites

  • Ability to locate the Asset ID (Circuit ID) for the circuit being worked, from HubSpot or the CRM.
  • The corresponding HubSpot ticket number, to enter under Customer Ticket when opening an AT&T ticket.

5. Procedure

STEP 1 — Create a New Ticket

Portal link

Express Ticketing (expressticketing.acss.att.com)

Select Open Ticket. Type or paste the Asset ID (Circuit ID), then click Verify Asset ID.

Select the state from the dropdown, then click Continue. Select Create Ticket at the bottom.

Fill out the fields appropriate to the issue being reported:

  • Problem Type — e.g., Circuit Down, Latency, etc.
  • Problem Description — a short title describing the issue.
  • Problem Details — fill out according to the customer's concern.
  • Attachments — attach files if needed.
  • Customer Ticket — the HubSpot ticket number.
  • Authorize AT&T to test your circuit — select No if the circuit is not totally down; otherwise select Yes.
  • Authorize AT&T to Dispatch — select Yes.

Once the fields are filled out, click Continue.

STEP 2 — Check an Open Ticket

Go back to the ticketing home page. Type or paste the Carrier Ticket number, then click the right arrow or search button.

AT&T ticket numbers

AT&T tickets usually start with “CS.”

Select the Location (State) of the ticket, then select Check Status. The current ticket status will be shown inside the ticket.

Log the ticket number and PIN

Always note the AT&T ticket number and PIN Code (provided by AT&T via phone or email) in the HubSpot ticket, for easier access later.

STEP 3 — Escalate a Ticket in the Portal

An escalation option is available at times, but it may require the ticket's PIN Code.

If a PIN code is required

Click Request/Enter Pin to enter the PIN code.

After entering the PIN code, a “Request Escalation” option will appear.

Sometimes no PIN Code is required and the Request Escalation option is already available.

After clicking Request Escalation, fill out the fields shown:

  • First Name — use “Hyper.”
  • Last Name — use “Networks.”
  • Phone Number — use the support line, 702-800-6655.
  • Email — use support@hypernetworks.com.
  • Escalation Note — the reason for escalating.
  • Impact Statement — an estimate of how many users are affected.

Click Escalate to finish the escalation request.

6. Escalation Criteria

  • PIN code required for escalation but not yet provided by AT&T → request it via phone or email before proceeding, and log it in HubSpot once received.
  • Portal escalation option does not appear at all → escalate by phone instead, per the Carrier Contact Directory (REF-T1-01).

7. Do's and Don'ts

Do

  • Always log the AT&T ticket number and PIN Code in the HubSpot ticket for future reference.
  • Use “Hyper” / “Networks” and the support line/email consistently when submitting an escalation request.
  • Select Yes for Authorize AT&T to Dispatch.

Don't

  • Don't select Yes for Authorize AT&T to test your circuit unless the circuit is totally down.
  • Don't leave the Customer Ticket field blank — always include the HubSpot ticket number.
  • Don't assume escalation always requires a PIN — check whether Request Escalation is already available first.

8. Revision History

v1.0: Original knowledge-base article format.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). No procedural content changed.