Support tickets can only be raised and viewed by verified contacts within your organisation. See Sign up to the Help Centre to learn how to add or become a verified contact.
Raise a ticket
- Ensure you see ‘https://kb.smoothwall.com’ in the URL at the top of your page.
Tip
You can’t submit tickets from the main website smoothwall.com, within your Smoothwall Cloud Portal or On-Premise Appliance. Help Centre sign-in credentials differ from those used for your Cloud Portal, On-Premise Appliance, or other Qoria products like Record Manager.
- Select Submit a request in the top right of the Help Centre.
- Sign in.
- Fill in the form to submit your ticket.
You can also get in contact via chat, or phone for urgent issues.
Minimum Data Set (MDS) required for tickets
To help our Support Team provide an answer or resolution as quickly as possible, please include the details below. This prevents the Support Team from needing to request them before starting the investigation.
Along with filling in all the fields in the ticket form, also include:
- The product your ticket relates to.
- A description of the issue.
- Any actions you or others have taken so far.
- The impact on your business.
- How many users are affected.
- When the issue first occurred.
- Any recent changes to your setup.
- Screenshots showing the issue.
- Your available days and hours.
- Your preferred method of contact. Please note that some responses may need to be via email.
See your tickets
- Select Sign in at the top right of this Help Centre (https://kb.smoothwall.com).
- Select Requests.
- Use the options to view tickets you’ve raised or where you’ve been CC’d.
Tip
If you manage tickets for multiple organisations, you can see tickets raised for all of them. Contact your Customer Success Manager to turn this on.
Each ticket will have one of the following statuses:
- Open: We've got your request and are working on getting you an update.
- Awaiting your reply: We've responded and are waiting for a response so we can help resolve the issue.
- Solved: This ticket has been marked as resolved.
Update a ticket
Select a ticket from the list.
For Open or Awaiting your reply tickets, you can:
- Add a response.
- Mark the ticket as solved.
- Submit a new ticket.
For Solved tickets, you can only create a follow-up ticket.