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 Log a Support Ticket 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.
See your tickets
- Sign into https://kb.smoothwall.com.
- Select My Support Tickets.
- Use the tabs 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 switch 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.