Document updated 1 January 2019
Blancco Technical Support Portal is located at https://support.blancco.com/ and it is the most efficient way for finding a solution to a technical issue with Blancco products, retrieving product information and contacting the Blancco Technical Support team.
In addition to Incident Management, which is used for creating Support tickets and registering into the Support system, the Support Portal also contains other handy functions:
Picture 1. News section
Picture 2. Support Portal structure
During the first login, it is recommended to change certain user profile specific settings to guarantee the best user experience and security.
To change profile password:
Picture 3. Accessing Profile settings
To change profile settings:
Picture 4. Profile settings
The best way to handle the ticket related communication, is to do it from “Requests” view which lists all the Technical Support tickets associated with your user account. To see your requests you will need to login in to the Blancco support portal.
After logging in, you can see overview of your tickets by selecting "Requests" from top right corner and selecting "My requests". The number next to it tells the amount of open tickets you have at the moment. If you want to see overview of the tickets reported by your organization click on the name of the organization ("Example Organization" in the Picture 5.).
NOTE. If you don't have the organization view available, please contact Blancco Technical Support in order to start using this feature.
Picture 5. Requests
Picture 6. Ticket overview
In the overview you can filter the tickets according to their status and reporter. If you want to change the view between the tickets reported by you and ticket reported by your organization, you can do that by selecting different filter from the "Created by me" dropdown.
If you want to see ticket reported by you, select "Created by me".
If you want to see ticket reported by your organization, select corresponding organization under the "Shared with my organizations" section. (NOTE. If you don't have the organization view available, please contact Blancco Technical Support in order to start using this feature.)
All the ticket history, including the status changes, can be accessed by clicking the ticket’s “Reference” ID. The “Activity” section lists all the events and comments related to the ticket. To add comments to the ticket, click the “Comment on this request…” section, click the “Add” button and type in your comment and it will be visible for the Technical Support Team member handling the ticket.
In addition, you will also receive email notifications when an event occurs with your open tickets (comments from Support, status changes, etc.). You can also directly reply to the email notification, which will keep the ticket communication going. It is highly recommended that you only use a single email address to contact Technical Support. Using multiple email accounts may result into duplicate Support tickets.
The Support tickets that you have created can be shared with other people, by clicking the “Share” icon and typing their email address to the field. It is recommended that you only invite users that have already registered at https://support.blancco.com/.