How to create a ticket in the Proofpoint Essentials Support portal
| Situation | After doing your initial troubleshooting you still need help from Proofpoint Essentials support. You have a question that you couldn't find the answer in our Knowledge Base or you have a request for an enhancement. |
|---|---|
| Solution | Creating an Issue Ticket via Proofpoint Support portal which will guarantee your SLA. Only Partners or Direct Support customers are able to log into the support site to create a ticket. |
Only Partners or Direct Support customers are able to log into the support site to create a ticket. If you are a Partner or Direct Support customer and need an account please email a request to essentialssuccess@proofpoint.com.
If you wanted to update an existing ticket, here is a guide on how to process the update.
- Login in at https://proofpointcommunities.force.com/proofpointessentials.
- Go to the Contact Support section
- The support phone numbers are listed here if you wish to call.
- If a chat is desired, Click the CHAT WITH SUPPORT button.
- To submit a ticket, Fill out the CREATE A CASE template.
- Fill out all required fields
- Then click the SUBMIT button.
To Add an attachment, submit the ticket first, then add the attachments after.
Contacting support should generate a case in any form. If you call in, please allow time for support to create the case, which will then appear in your Case tab.
Make sure to fill out the correct Priority for the issue:
Please review Ticket Priorities & Service level information.
- Once submitted you will receive an email summary of the ticket.*NOTE: This is a SLO (Service Level Offering) instead of a SLA (SLA) as contracted support agreements aren't in use.
- Enter as many details as possible about the issue you are reporting. Some knowledge base articles that provide help on what details to provide