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Proofpoint, Inc.

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 essentialssucess@proofpoint.com.

If you wanted to update an existing ticket, here is a guide on how to process the update.

  1. Login in at https://proofpointcommunities.force.com/proofpointessentials.
  2. If a chat is desired, Click the CHAT WITH SUPPORT button. 
  3. To submit a ticket, Fill out the CREATE A CASE template. 
  4. Fill out all required fields
  5. Then click the SUBMIT button. 

To Add an attachment, submit the ticket first, then add the attachments after. 

Make sure to fill out the correct Priority for the issue:

Priority

Typical Examples

SLA or Target Response time*

P4

"How To" Questions and software issues with no degradation

1 business week

P3

All major functionality is working. Non-crucial system issues. The service is running with limited functionality in on or more subsystems. 

Before end of next business day

P2

The software is operating in degraded mode. One or more of the subsystems is not functioning or impacting only a subset of users.

4 hours

P1

System Down. Complete failure of the software or hardware and  is impacting all users. 

1 hour

Once submitted you will receive an email summary of the ticket.