How to Create a Support Ticket

Overview

SoftwareIDM uses Zendesk as its support ticketing system. Customers with an active support agreement can use the Support Portal to report issues and submit support tickets to the SoftwareIDM Support Team.

This guide explains how to access the Support Portal, submit a support request, and provide the information needed to facilitate efficient triage and resolution.

Note: Before creating a support ticket, please search the SoftwareIDM Knowledge Base (KB) for relevant articles and known resolutions. Many common questions and issues can be resolved using the information available in the KB.

Prerequisites

Before submitting a support request, please ensure that:

• Your organization has an active SoftwareIDM support agreement.
• You have been provisioned with an active account in the SoftwareIDM Support Portal - Zendesk.
• You are authorized to raise support requests on behalf of your organization.

If you require access to the Support Portal, please contact your SoftwareIDM Service Manager, Customer Success Manager, or your organization's designated support contact.

Accessing the Support Portal

• Open the SoftwareIDM Support Portal.
• Select Sign In.
• Authenticate using your registered email address and password.
• Once logged in, select Submit a Request.

Click here to view How Activate your Account for SoftwareIDM Support.

Submitting a Support Request

To create a support ticket:

1. Select Submit a Request.
2. Choose the most appropriate available form.

3. Complete all required fields.

   Subject

   Provide a brief summary of the issue or request.

   Description

   Include as much relevant information as possible, including:

   • Environment affected (Production, QA, Development, etc.);
   • Application, service, or process impacted;
   • User(s) affected;
   • Date and time of occurrence;
   • Detailed description of the issue or request;
   • Steps to reproduce the issue;
   • Expected outcome;
   • Actual outcome;
   • Error messages;
   • Screenshots or log files;
   • Business impact;

   Select covered system of solution

   Select the system or solution related to the request.

   Type

   Select the most appropriate ticket type:

   • Incident: adverse business impact (under SLA if in production only);
   • Problem: operational issue requires further investigation;
   • Task: action to be undertaken by SoftwareIDM;
   • Question: request for explanation from SoftwareIDM;

   Priority

   • Urgent: this severity should only be used for incidents causing a widespread business impact in production;
   • High: this severity should be used for less widespread incidents affecting business operations in production.
   • Medium: this priority should be used for incidents with limited business impact, where a workaround exists and business operations can continue with minimal disruption.
   • Low: this priority should be used for requests or issues with little to no impact on business operations, including informational inquiries, minor defects, cosmetic issues, or non-production environment concerns.
4. Attach any relevant files, screenshots, or logs.
5. Review the information provided.
6. Select Submit.

After Submission

The SoftwareIDM Support Team will review and triage your request. During the investigation, additional information may be requested to assist with diagnosis and resolution.

Providing complete and accurate information helps expedite the investigation and resolution process.

Customers can monitor ticket status, provide updates, and communicate with the Support Team directly through the Support Portal.