Opening a TrustCloud Customer Support Ticket

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Opening a TrustCloud customer support ticket is possible in two ways: with the help of the “Contact Support” link and with the help of the “Support portal.” In this article, we will see a step-by-step guide to opening a support ticket.

Opening a support ticket with the “Contact Support” link:

If you are a subscribed or paid customer of the TrustCloud platform, you have a “Contact Support” link on all pages in your program.

  1. Click on the “Contact Support” link at the top right corner.
    Support ticket
  2. In the “Contact Support” window, briefly mention your subject, describe your issue, mention if you are in active audit and any attachments that you may have regarding the issue.
  3. Click on the “Submit Request” button. Your information is sent to the TrustCloud Customer Support system, where a ticket is automatically created.
  4. You will receive an automated email confirmation from TrustCloud that confirms the ticket has been created and provides you with the ticket ID.

Opening a support ticket with support portal:

To get started with the support portal, you need to create an account.

Creating a support account

  1. Click on support.trustcloud.ai to see the following page.
    Support
  2. Click on the “Sign in” link in the upper right-hand corner of the page. A sign-in page is displayed.

    Support

  3. Click on the “Sign up” link. The following page is displayed.

     image3

  4. Enter your name and the email address that you will be using to manage your TrustCloud account.
  5. Once a new account is created, the following pop-up message is displayed:
    Support
  6. Go to the email account that you used to create your TrustCloud Customer Support Portal account. You will receive an email from TrustCloud containing the following information:
    Welcome to TrustCloud! Please click the link below to create a password and sign-in.
    Create a password
    If you didn’t sign up to TrustCloud using this email address, you can safely ignore this email.
  7. Click on the “Create a password” link. The following page is displayed.

    Support

  8. Enter your password, and click on the “Set password” button to create your password. The following page is displayed, indicating that you have successfully created your account and are logged in.
    Support
  9. You have successfully created your account, and you can now create a ticket by clicking on the “Submit a request” link.

You can navigate around the portal and get a feel for the functionality. As you begin creating tickets, you will be able to view them, update them, close them, etc. from this portal.

Opening a support ticket

You can externally open a support ticket using the TrustCloud Customer Support Portal as below:

  1. Log in to the TrustCloud Customer Support Portal.
  2. The following screenshot shows the support landing page.
    Support
  3. Click on the “Submit a request” link to open a support ticket.
    Support ticket
  4. Provide the information on this screen.
    1. a high-level description of the problem in the “Subject” box.
    2. a detailed description of the problem in the “Description” box.
    3. any related files to help the support team investigate your problem, such as screenshots, videos, etc.
  5. Click on the “Submit” button.
    The following screenshot shows a successful ticket submission.
    Support
  6. You will receive an automated email confirmation from TrustCloud that confirms the ticket has been created and provides you with the ticket ID.

If you have any queries or questions, post them in the GRC Q & A and get them answered by experts!

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