Guide to the Umbrella Migration to Cisco Support Tools

This article is to provide clear answers to common questions about the changes coming to Umbrella technical support.

At Cisco, we are committed to delivering a consistent and excellent support experience across all our products. To achieve this, we are migrating Umbrella technical support from its current third-party ticketing system to Cisco's industry-leading support tools. This change will allow us to align Umbrella support with the best-in-class technical support capabilities that Cisco customers already enjoy.

By adopting Cisco's Support Case Manager (SCM) and Customer Support Assistant (CSA), you'll benefit from enhanced tools, improved automation, and seamless access to Cisco's support ecosystem. 

In this FAQ, you'll find answers to key questions about what this migration means for you and why it is being implemented.

What’s changing?

The way you submit support cases is changing, but the world-class support you receive remains the same. While the Support Platform link will now direct you to Cisco’s Support Case Manager (SCM) for opening, viewing, and managing cases, the same dedicated Umbrella technical support engineers will continue to assist you.

How do I open a support case?

To open and manage support cases, you'll need a Cisco.com user profile (CCOID). Your CCOID must be configured with the same email address that you currently use for Umbrella support. This ensures a seamless transition and proper access to support tools. 

It's important to note that your CCOID is distinct from your Umbrella credentials, which will remain unchanged. To create a CCOID, you can follow the instructions provided in the Login and Account Help - Cisco resource. After the transition, logging in with your CCOID will be required to access Cisco's support tools, including opening, viewing, and managing technical support cases. 

We strongly encourage customers and partners to create their CCOID in advance to simplify the process during the transition.

• If you are a free user, you will be redirected to online digital help resources for assistance.
• If you are a trial user, you can open a support case only through the Umbrella Portal.
• You must have an active subscription to open a support case. If your subscription expires, you will no longer be able to create new support cases.
• Customer IT Admins for Orgs managed by Partners will be redirected to their Partners to open a support case 

What happens to my past cases and open cases?

All currently open cases will be migrated to Cisco’s new support tools, and one year of closed cases (from August 10, 2024, to August 9, 2025) will also be migrated. To access these cases, the email address used to open the original case must match the email address associated with your CCOID. Only the case creator (linked to the email address) will be able to view their migrated cases in Cisco's Support Case Manager (SCM).

Migrated cases will include the original Zendesk case number in the title, making them easy to identify. You'll also be able to search for cases in SCM using the Zendesk case number, ensuring quick and efficient access to your previous support tickets.

What happens after the transition?

Following the transition to Cisco's new support tools, a Cisco.com profile (CCOID) will be required to open support cases. This profile is different from your Umbrella user ID and password and will grant you access to the Support Case Manager (SCM) and other tools for managing your cases.

The support link in the Umbrella dashboard and Console pages will now redirect to the SCM login page instead of the Umbrella Knowledge base. However, the Documentation and Learning Center links in the dashboard will remain unchanged. 

You can open a case in three ways:

1. By clicking the support link in Umbrella (redirects to SCM).
2. By logging in directly at Cisco.com and accessing SCM.
3. By calling the support number listed in your dashboard (for Enhanced/Premium service customers).

The case creation process will also be updated. Instead of using a generic form, you'll use the SCM case tool, which allows you to:

• Select the specific organization you need help with.
• Provide detailed information about your issue.
• Add additional contacts for case updates.

If your profile is not created by August 9th, you will not be able to open a support case until the CCOID is set up.

If you do not have a CCOID by August 9th, 2025, and try to access the Support link in Umbrella, you will be prompted to create a CCOID profile. Once your profile is created, future attempts to access the Support link will automatically redirect you to the Support Case Manager (SCM). All cases opened after August 9, 2025 will be created in Cisco’s ticketing system.

For Customer IT Admins

If you already have a CCO ID:
Clicking the Support link in Umbrella will redirect you to the Cisco.com Support Case Manager (SCM) login page, where you’ll sign in using your CCO ID email and password.

If you do not have a CCO ID:
The first time you click the Support link after the transition, you’ll be guided through creating a CCO ID profile using your Umbrella work email. This email must match the one associated with your Umbrella account. For additional help, visit Login and Account Help – Cisco.

New Umbrella Admins Without a CCO ID:
If you're new to Umbrella and don’t yet have a Cisco.com (CCO) profile, you’ll first complete your Umbrella account setup. After that, you'll be given the option to create a CCO ID.

If your role doesn’t involve opening or managing support cases, you can skip this step. However, if you do need access to support, we’ll guide you through setting up your CCO ID.

You can also create a CCO ID later by visiting Cisco.com, clicking Log In at the top right, and completing the profile setup.

Dashboard link changes  

• The Documentation and Learning Center links will continue to function as they do currently.
• The Support Platform link in the Dashboard and the support link in the Console will now redirect you to the Support Case Manager (SCM).
• A new link will be added to provide access to the Umbrella Knowledge Base

  

Managing Support Cases

With the Support Case Manager (SCM), you can view and manage all your support cases, whether they are open or closed. SCM allows you to:

• Search for cases
• Update case details
• Upload attachments to cases
• Request to close a case

For additional self-service options, you can use the Cisco Support Assistant (CSA), which offers:

• Status updates on service requests
• The ability to update cases and upload attachments
• Options to modify case severity, escalate, or close cases
• Subscriptions for case summaries, status updates, and severity changes
• Contextual proactive alerts from the Technical Assistance Center (TAC), including information on trending issues, tools, and article updates

If you need assistance with setting up a Cisco.com profile, managing your support cases through SCM, or using CSA, visit the Web Help Portal for guidance.

Umbrella and Cisco SSO Federation

Umbrella and Cisco.com/SCM use different single sign-on (SSO) identity providers (IdPs). If you’ve already configured SSO federation with Umbrella, a separate SSO setup is required for Cisco.com to enable seamless access to SCM.

Below are the requirements for Cisco SSO federation:

Information Needed From You (can be submitted as a metadata XML file):

Cisco Will Provide:

Provided by Cisco	Description
Assertion Consumer Service URI	The URL where SAML assertions should be posted after successful authentication
Audience URI	Cisco’s EntityID for use in your IdP configuration
SP Signature Certificate	Cisco’s PEM or DER encoded certificate to verify SAML request signatures

Required Attributes to be Included in the SAML Assertion:

• firstName
• lastName
• email
• company (company name)
• countryCode (two-letter code, e.g., US, UK, BE)

For help with SSO setup, visit the Web Help Portal and submit an inquiry.