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.
The Support platform can be accessed from your Umbrella Dashboard:
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: