Creating Support Tickets

Use the support console to create support tickets and manage all your outstanding and closed tickets.

To create a support ticket:

  1. While logged into Endpoint or GSM, click the Support tab.
    The Support panel displays, with the Open Tickets tab active.
  2. Click the Create New Support Ticket button.



    The Create New Support Ticket window displays.
     
  3. In the Subject field, enter a name for the issue you are creating a ticket for. 



  4. From the Site drop-down menu, select one of the following:
    • The name of the site the issue relates to.
    • Non site-specific query, if this query is not related to a specific site. All non site-specific queries are assigned to your parent site to help you find them in the future.


     

  5. From the Category drop-down menu, select one of the following:
    • No Category
    • Installation Assistance
    • Technical Issue
    • Sales Inquiry
    • Auto-Renewal
    • Refund Inquiry
    • Threat - Virus/Spyware Infection
    • Threat Found - False Positive
    • Endpoint Protection - Business Enterprise
    • Other - Not Listed Here




  6. In the Message field, enter a description of the issue this ticket relates to. 



  7. In the Private Message area, do either of the following:
    • If you do not want your ticket to be visible to other users who have access to the site this ticket is raised against, select the checkbox.
    • If you want your ticket to be visible to other users who have access to the site this ticket is raised against, do not select the checkbox.


     

  8. Click the Create New Ticket button. 



    The system does the following:
    • Tickets with new responses are highlighted in the ticket management console and the New icon appears displays to them along with an Last Response date.
    • When a ticked is created, edited, replied to, closed, or reopened, whether by you or customer support, the system sends you an email to the email address associated with the console you are using.
    Note: When a ticket is raised on behalf of a customer by a Webroot Customer Support Agent or raised via email, it will not have a site set to which the ticket relates and you will be required to add one. For more information, see Assigning Support Tickets.