By default, the INSGHT Support Portal offers end-users the option to submit support requests. End-users can manage their support requests in the customer portal.
The article covers the following topics:
- Creating an account
- Brief overview of the portal after you sign-in
- Submitting a support request
- Tracking your support requests
- Tracking your organization's support requests
- Updating a support request in My Activities with a comment, CC, or organization
- Updating a support request by email
- Marking a request as solved
- Creating a follow-up to a solved request
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Creating an Account
The steps below outline how to create a new support portal account.
1. Click "Sign In"
2. Click "Sign Up"
3. Complete the form by providing your Full Name and Email Address. After filling out the required information slots, you'll be asked to complete the CAPTCHA. Once the CAPTCHA is complete, you can click on the "Sign Up" button.
4. After completing the sign up process, the message below will pop up on your screen.
"Thank you for signing up, <YOUR NAME>.
A welcome email will be sent to <YOUR EMAIL ADDRESS> shortly, containing a verification link that enables you to sign-in.
If you don't receive an email from us within a couple of minutes, please check your junk/spam folder."
5. Check your email inbox for an email containing a verification link. Click on the link to complete verification - it will take you to a separate page where you will be able to set up your account and password.
6. To choose your secure password, you'll be taken to the page imaged below.
- In the "Your name" line you'll enter your preferred first and last name.
- In the "Your password" line you'll choose a secure password, following the password conventions outlined below.
**Password Requirements**
- Must be at least 6 characters
- Must be fewer than 128 characters
- Must be different from email address
- Must include letters in mixed case and numbers
- Must include a character that is not a letter or number
7. After following the password conventions outlined above, you'll select the "Set password" button.
8. By setting your password, you'll complete the account setup process. Upon completion, you'll be directed to the page imaged below.
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Brief Overview of the Portal After You Sign In
Once you are able to sign in to the INSIGHT Support Portal, you will be able to access the following:
- Activities
- Profile
- Password Change
- General Announcements
- General FAQ Articles
- Search Bar
- INSIGHT DLP Support Documents
- And support articles/FAQ for the Appliance, IDACT, Symantec DLP, and Oracle Software
From the homepage, you can access your support portal activities.
In the activities hub, you can view your:
- Requests - support requests that are active or solved, requests you're CC'd on, and requests belonging to your organization.
- Contributions - articles you have contributed to by leaving a comment.
- Following - articles you may be following.
You can also access your profile on the homepage.
In your profile tab, you can:
- View and edit profile
- View high-level activity statistics
You can change your password from the homepage.
To change your password, you will have to input your current password and then create a new, secure password following the same conventions as when you created your existing password.
Alternatively, you can request a change password email to be sent to your email inbox.
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Submitting a Support Request
One of the main functions of the Support Portal is tracking support requests. In this section, several different methods for submitting a report request are outlined. Requests for support will be assigned a request number, such as "Request #9361711
Submitting a Request via the Support Portal
1. Log in to the Support Portal
2. Click "Submit a request"
3. Fill out the Submit a request form.
Note: For high severity cases (where your system is down or considered unusable) must be called in to the INSIGHT Support Hotline at 1-844-697-5571. All other cases can be submitted using the form below.
4. Make sure that you submit any attachments/upload any relevant files.
5. Hit the "Submit" button to submit your case.
6. After submitting your request, you will redirected to this screen.
7. From here, you'll be able to navigate back to see all submitted requests via the My activities button.
Submitting a Request via Email
1. To submit an email support request, you will email support@infolock.com from the email(s) that are associated with your account.
Note: For email requests, make sure submit any attachments/upload any relevant files before you send the email.
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Tracking Your Support Requests
The INSIGHT Support Portal can be used to track your requests.
1. Under your profile icon on the upper-right side of any Support Portal page, click "My activities".
2. By default, you will be able to see all requests that you have submitted.
2. To filter your requests by status, select a request status from the Status menu.
- Open is a ticket that's been assigned to an agent who is working to resolve it.
- Awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
- Solved is displayed when work on the ticket is complete.
3. To search your requests, enter a search term in the Search Requests box.
4. To see details about a request, click the request title.
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Tracking Your Organization's Support Requests
As an end-user of an organization, you can see tickets for all members of that organization.
Subscribe to Requests for a Shared Organization
1. Under your profile icon on the upper-right side of any Support Portal page, click My activities.
2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.
3. To see details about a request, click the request title. You can add comments to a request.
Subscribe to Requests for a Shared Organization
1. Under your profile icon on the upper-right side of any Support Portal page, click "My activities".
2. Click the Organization Requests link on the My activities page to see all the requests owned by your organization.
3. Click Follow.
4. You will now receive notifications for new and updated request in your shared organization.
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Adding a Comment, CC, or Organization to a Support Request
You can update any existing support request that is not closed with a comment.
You can also add CCs (if enabled in the help center) to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the help center.
Update an Existing Support Request
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Under your profile icon on the upper-right side of any Support Portal page, click My activities.
By default, the My activities page displays all requests that you have submitted.
2. Click the link for the request you want to update.
3. Add a comment to update the request.
4. (Optional) If the CC option is enabled for the help center and you are signed in, you can add an email address to copy a user on the ticket.
Note: When you add a CC to an existing ticket, you must also add a comment.
5. Click Submit.
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Updating a Support Request by Email
End-users can update an existing support request ticket with a comment by email.
Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of the organization for the ticket.
Option 1 for Updating an Existing Support Request
1. You can either create a new email message or forward an existing email to the INSIGHT Support email - once you decide, make sure the email is directed to support@infolock.com. You can choose whatever you want for the subject line.
2. At the top of the email's body, enter the ticket ID for an existing support request using the following syntax:
#id ticketnumber#id 1234563. Leave one blank line after the ticket ID.
4. Enter the comment you want to add to the ticket after the blank line.
Note: Your email should look something like this:
5. Send the email.
Option 2 for Updating an Existing Support Request by Email
1. You can either reply to, or forward, an existing email to the INSIGHT Support email - once you decide, make sure the email is directed to support@infolock.com.
2. Leave one blank line after the ticket ID.
3. Enter the comment you want to add to the ticket after the blank line.
Note: Your email should look something like this:
4. Send the email.
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Marking a Request as Solved
You can close/withdraw a request by marking it as Solved. The request must be assigned to an agent before you can mark it as Solved.
1. Under your profile icon on the upper-right side of any Support Portal page, click My activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to Mark as solved.
Note: The request must be assigned to an agent, otherwise, do you will not have the option to mark it as Solved.
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Creating a Follow-up to a Solved Request
You can reopen a solved request by creating a follow-up ticket.
1. Under your profile icon on the upper-right side of any Support Portal page, click My activities.
2. Click My requests in the sidebar.
3. Click the title of a solved request to open it.
4. Click the link on the lower side of the request to create a follow-up request.
5. Complete the follow-up request and click Submit.
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