110 - How to log a support ticket

If you are experiencing a serious technical issue and need to get in touch with Redstor’s support team, you can log a ticket with us from the RedApp or from our Support Portal.

Page contents

How to log a ticket in the RedApp

How to log a ticket in the Support Portal

What to include in a support ticket

Frequently asked questions

How to log a ticket in the RedApp

The quickest way to log a support ticket is to sign into the RedApp and log a ticket through Redstor Instant Assistance (RIA).  

To do this:

1. Click on the sparkle icon at the top right of the RedApp interface.

2. Enter a message such as "I need to log a support ticket".

3. Follow the prompts to add a subject, select your region, etc. 

Once you submit this request, a support ticket will automatically be created and you will receive a ticket confirmation email with a ticket number you can track.

Note:

• It is not currently possible to attach files, such as screenshots, in RIA itself. To add files to your support ticket, simply reply to the ticket confirmation email that you will receive, attaching the files. You can also upload files to an existing ticket here on the Support Portal by going to My Activities (accessible from your profile icon at the top right of any page). For help, see Article 1443.
• You can log a ticket at any point in a conversation with RIA by clicking on the option Get more help, which appears after each response.

How to log a ticket in the Support Portal

To log a ticket from the Support Portal, follow the steps below.

1. Click Submit a ticket at the top right of any page. 

2. Provide the details requested in the web form and click Submit. If you need assistance with attaching logs to your ticket, see Article 1443.

 

You can find the reference number for your enquiry and any updates to your ticket under My Activities, accessible from your profile icon at the top right of any page.

 

 

 

You will also be notified about your reference number and ticket updates via email. You can respond to us via My Activities or via email.

 

 

What to include in a support ticket

1. What were you trying to do when the problem occurred? (backup, restore, configure, change, delete, schedule a backup, etc.)

2. What happened to prompt the logging of a ticket? (error, warning, undesired behaviour, etc.)

3. Where did this happen? (on a product, company, backup client, user profile, RedApp, etc.)

4. Any available details:

• For machine issues, please attach the latest logs.
• For cloud services, include as many as possible of the following:
  • the RedApp URL from the moment when the problem occurred
  • the object name (e.g. account name)
  • any relevant screenshots
  • an export from developer mode in the RedApp.

 

Frequently asked questions

When will my enquiry be addressed? 

Please see our Support and Service Level Agreement.

 

How do I sign up to the Support Portal?

Please follow the steps in Article 1419.

 

How do I escalate a support issue?

If you would like to speak to the Technical Support Manager, you can request an escalation from the support agent assisting you.

 

How do I get information about outages or known issues?

Follow our Service Status board to ensure you are notified whenever we post information relating to a service disruption or known issue.