How to Open and Manage your Cloudyn Support Tickets

1. How to submit a support request* 

 

  • Go to https://support.cloudyn.com/hc/en-us/requests/new or click on the @ icon at the top-right corner in Cloudyn app, or if you are logged into the Cloudyn KB you can click the "+ Submit a Request" button at the top-center.
     
  • If this is your first time as a user of Cloudyn’s Success Portal, you will be required to sign up. Please use the reset password option, to get first access to the ticketing system.

  • Trial customers are welcome to post their support inquiry to our community 
  • Fill in the Submit a Request form*


    1. Enter a subject and description of the issue.
      Note: As you enter a subject, a list of suggested articles from our success portal appears. You might find an answer to your question was already posted here before.

      Please supply all pertinent information including any screen shots, reproduction steps and impact.
      Our support team will attempt to reproduce the issue and may reach out to you for additional
      information as needed.



    2. Choose the type of issue that describes best the content of your ticket.
      • Malfunction (bug) – Production defect.
      • Information request – Questions, General Guidance, Configuration Inquiries.
      • Outage – System availability. Cannot pass through login page or none of the reports/dashboards is loading.


    3. Choose the severity type that suits best the impact of the issue on your business.

      • Low - Minor problem that does not impact the service
      • Medium - Effects non-critical functionality or causes downtime of a non-critical part of the system capacity
      • Critical - Causing downtime of significant functionality or significantly affecting the major portion of Cloudyn’s capacity
      • Blocker - Causing downtime or preventing the entire system from functioning


    4. Add any attachments, that you believe might help our support team better understand your issue. The file size limit is 20 MB. 



  • Click Submit.

* This option is available for eligible customers only.

2. How to follow up on your support requests in Cloudyn’s Success Portal*

 

You can use the Cloudyn Success Portal to track your support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in the Success Portal.

To track your support requests

  1. Click your profile icon on the upper-right side of the Success Portal page, and then click My activities.

    By default, the page displays all requests that you have submitted. In Cloudyn Success Portal, an open request is a ticket that's been assigned to an agent who is working to resolve it or is waiting for a fix by engineering. A request 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.


  2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.

  3. To see details about a request, click the request title.

  4. If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

Tracking your organization's support requests

As an end-user you can be a member of one organization or multiple organizations. If you're a member of a shared organization, you can see tickets for all members of that organization. 

To track your organization's support requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations. The link appears only if you're a member of a shared organization.

  3. To see details about a request, click the request title.
  4. You can add comments to a request if an administrator has set it up.

To subscribe to requests for a shared organization

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations. The link appears only if you're a member of a shared organization in Cloudyn.
  1. Click Follow.

    Note: If the Follow button is not available, please contact Cloudyn support to add it via your organization's Cloudyn admin.
    You will now receive notifications for new and updated request in your shared organization.

* This option is available for eligible customers only.