Support Center
Open, track, and securely communicate through Cloud Portal support tickets.
Support Center
Use Administration → Support Center for technical assistance and ticket management. The page lists organization tickets with All, Open, In Progress, and Resolved filters.
Ticket access follows the organization associated with your session. The current ticket-list workflow is owner-centered; if an invited member cannot see or create organization tickets, ask the organization Owner to submit the request.
Before opening a ticket
- Check the relevant guide and repeat the operation once only when safe.
- Record the affected feature, visible UI label, endpoint hostname when necessary, and approximate time with time zone.
- Capture the exact visible error, expected result, and actual result.
- Note recent approved changes and whether the issue affects one endpoint or the fleet.
- Remove passwords, license keys, MFA codes, tokens, uninstall or unlock codes, and sensitive evidence.
Use Critical only for a severe active business or security impact. Priority does not replace clear impact and scope.
Open a ticket
- Open Support Center.
- Select Open Ticket.
- Under New Support Request, enter a concise Subject.
- Select Low, Medium, High, or Critical under Priority.
- In Description, provide:
- affected area and exact UI label;
- organization-safe device or user context;
- timestamp and time zone;
- expected and actual behavior;
- steps already attempted;
- business impact and number of affected endpoints.
- Review the request for confidential material.
- Select Submit Ticket.
- Confirm the ticket appears in the list with its status and short reference number.
Track and reply
- Use All, Open, In Progress, or Resolved to locate the ticket.
- Select the ticket card or View.
- Review the subject, status, reference number, date, and full conversation.
- Enter a reply in Type a reply... and use the send button. Pressing Enter also sends; use Shift+Enter for a new line.
- Select Subscribe if you want email notifications. The control changes to Subscribed.
- When the ticket is Resolved, the reply field reads Ticket is closed. and is disabled.
Keep all follow-up for the same issue in the existing ticket so Support has a complete timeline.
Validate resolution
- Reproduce the original workflow using the agreed test case.
- Confirm the expected portal message, endpoint state, log event, or external delivery.
- Check adjacent controls for regression when appropriate.
- Record the validation time and result in the ticket before closure.
- Remove temporary diagnostics or test configuration through an approved change.
Troubleshooting
No support tickets found
Confirm the All filter and the organization associated with your account. An invited member may need the organization Owner to access the owner-centered ticket workflow.
A submitted ticket does not appear
Refresh Support Center and check the active filter. Avoid duplicate submission until you verify whether the first request exists.
Replies do not send
Confirm the ticket is not Resolved, the reply is not blank, and the session is still active. Preserve the text locally without confidential content, refresh, and retry once.
Subscription does not produce email
Confirm the control shows Subscribed, check quarantine, and verify that your portal email is current. Continue checking the ticket directly while mail delivery is investigated.
Security notes
- Never submit passwords, passkeys, MFA or recovery codes, private keys, bearer tokens, organization license keys, uninstall codes, or VisionX unlock codes.
- Redact unrelated users, hosts, IP addresses, and event content from screenshots.
- Share the minimum diagnostic information needed and use an approved secure channel if Support requests sensitive evidence.
- Do not grant remote access or disable protection controls unless explicitly approved through your organization’s process.