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How to: Open/check support tickets using the Umbrella Support Platform

Denes
  • Updated
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Overview

 

Some companies prefer to use email aliases (without actual mailboxes) as their access/login to the Umbrella Dashboard. This can cause issues when interacting with the Umbrella Support team via email. The Umbrella Support team also requires, on occasion, permission from a Full Admin of the subscription to access the Umbrella Dashboard for troubleshooting purposes - if there is no attached email mailbox to an email alias, Umbrella Support is unable to gain permission for access.

 

How to access/use the Support platform

 
  • For a standalone organization (Not managed by a parent organization), the Support platform can be accessed from your Umbrella Dashboard:

Screenshot_2021-07-12_at_12.55.22.png

Click on "Submit a request" to open a new ticket or your username in the upper right corner and select "My activities" to see your existing tickets: 

Screenshot_2021-07-12_at_13.41.06.png

  • For a child Org (a dashboard client managed by a parent organization), the Support platform displays a request form to automatically submit to a designated Support Contact of the MSP/Multi-Org:

 

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