Using the Support Center

Log On

End-user customers continue to use their same User Center logon to manage support tickets and access knowledge base articles.  

Once logged on to User Center, click Support > Support Center. This will open the My Requests page in Support Center.

Create a Support Ticket

To create a new ticket from the My Requests page, click Submit a Request. Complete the Submit a request form.  If you have supporting documentation to submit with your ticket, click Add File in the Attachments section. Click Submit when finished.

After you submit your ticket, you will receive an email confirmation that includes your request number.

View Tickets

At any time when in Support Center, you can navigate back to the My Requests page to view all tickets by clicking My Activities.

All tickets you’ve opened will appear with Subject, ID, Created date, Last Activity date, and current Status. Click the Created or Last Activity column heading to sort by those date types. 

You can also filter by status by selecting the desired status you want to view from the Status list.

If your User Center role is User, you will only see tickets submitted by you.

If your User Center role is Admin, you can view and edit all tickets for your organization by clicking Organization Requests. The Requester column displays who opened each ticket.

Clicking the Subject name will open the ticket so that you can view complete ticket details.

Update a Ticket

Add to a conversation at any time by adding a comment. Click into the comments box to enter your text. To attach a file to your comment, click Add file. After you’ve finished your update, click Submit.

Mark Ticket as Solved

If you no longer need assistance in relation to the request you submitted, you can click Mark as solved at any time.

Knowledge Base Articles

During ticket creation, depending on the subject entered, the system may suggest articles that could be of assistance.   

If at any time you’d like to search for an article, you can navigate to the Knowledge Base page by clicking the FireMon logo at the top of any page.

Then once on the page, you can select a category to view articles posted in that category or enter your request in the Search field.

To be notified of article updates or to save an article for future reference, click Follow.

View articles you follow by clicking Following on the menu toolbar.