Opening a TrustCloud Customer Support Ticket

While opening a TrustCloud Customer Support ticket, please include as much information as you can regarding the problem. The more information available to the TrustCloud support engineer, the faster your problem will move through the system to resolution (more details about that can be reviewed in a later section of this document).

1. If you are using any of TrustCloud programs, such as TrustOps, TrustShare, TrustRegister or AuditLens, open a ticket by clicking on the “Contact Support” link.
   1. Log in to your TrustCloud program. Click on the “Contact Support” link at the top right corner.
   2. In the “Contact Support” window, enter information about the problem, like a brief subject, if you are in active audit, a detailed description of the problem, and any attachments that you may have regarding the problem.
   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.
2. You can also open a support ticket using TrustCloud Customer Support Portal as below:
   1. Log in to the TrustCloud Customer Support Portal to open a support ticket.
   2. The following screenshot shows the support landing page.
      
   3. Log in using the TrustCloud Customer Support Portal email. If you do not have an account, create one using the TrustCloud Support Portal. Click on the “Sign in” link to log in.
      
   4. After successfully logging in, the following page is displayed:
      
   5. Click on the “Submit a request” link to open a support ticket.
      
   6. Input the information on this screen.
      1. Provide a high-level description of the problem in the “Subject” box.
      2. Enter a detailed description of the problem in the “Description” box.
      3. Attach any related files to help the support team investigate your problem, such as screenshots, videos, etc.
   7. Click on the “Submit” button.
      The following screenshot shows a successful ticket submission.
      
   8. You will receive an automated email confirmation from TrustCloud that confirms the ticket has been created and provides you with the ticket ID.
   9. You have successfully created your ticket using the support portal.